The agent desktop has recently become the focus of many contact centers because so much can be revealed about the individual agent’s productivity as well as operational effectiveness across the enterprise. Aspect EQ Desktop Analytics is a powerful tool for capturing, storing and analyzing desktop data and can even enable the automation of many repetitive agent tasks. It is fully integrated with the other components of the Aspect EQ WFO suite and is especially effective when combined with Aspect EQ Performance Management.
Jon Collins’ in-depth look at tech and society
Kathryn Cave looks at the big trends in tech