The next frontier for contact center and back office analytics: the agent desktop.
Analytics has been used successfully for years now in the realm of speech, but analytics on the agent desktop is just recently becoming a major area of interest for contact center and back office operational managers. Desktop analytics solutions can harness the Big Data associated with agent desktop activity to deliver significant value and benefits to contact centers and back office operating departments. The ability to monitor and store a history of every keystroke, use of application software, system response times, etc. can reveal a wide variety of operational challenges, which when eliminated across the entire employee base, can enable new levels of productivity and quality never before possible.
Would you like to ensure that your agents are operating productively and providing the best possible customer experience? Aspect can help you. Contact us via phone, chat, or email.