Contact Center Analytics: Emerging Desktop Analytic Solutions
A report from DMG Consulting
Most call centers have limited visibility into what agents are doing on every call and the impact of those actions on the bottom line. Now, contact centers are the newest beneficiary of emerging desktop analytics solutions. These solutions give managers a cost-effective tool for providing full transparency into 100% of agent transactions in order to evaluate performance, identify issues and fix the identified problems of their agents and systems.
In this report, DMG Consulting reviews Desktop Analytics and provides:
High-level functional requirements for analytical applications
