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.
Adrian Schofield sheds light on tech in South Africa
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Our in-house analyst and editorial team create a range of insights for the global marketing community. These look at IT buying preferences, the latest soclal media trends and other zeitgeist topics.