The Power of Real-Time Delivery: Using Agent Idle Time to Improve Service

Make the most of idle time in your call center. This podcast from DMG Consulting explores using real-time delivery in the call center to: bolster service quality, increase agent satisfaction and reduce agent-related costs. Delivering real-time, targeted training, coaching and communications during slow periods can alter your contact center’s dynamics – boosting productivity, quality and customer perception. Listen to this podcast to hear how these solutions can benefit your organization. Listen now >

Using Agent Idle Time to Improve Enterprise Performance and Profitability

DMG Consulting delves into the use of workflow and analytics-enabled applications to improve the productivity, effectiveness and overall performance of enterprise organizations. In this podcast, you will learn more about Real-Time Work Allocation Solutions. Listen now >

Yearning for E-Learning: Making the Most of Technology in Call Center Training

In call centers today, there's more pressure to learn more and to do it in less time in order to get staff on the phones quickly. In this podcast, learn where e-learning is best applied and how to make the most of it to round out your call center development program. Listen now >

Taking Lessons from Speed-Dating in Hiring Call Center Staff

Creating a high-performance call center workforce begins with hiring the right staff. In this podcast, you will learn how some centers are creating a "speed-screening" experience where both the call center and the candidate can take a look at one another. Listen now >