Desktop Process Analytics: What is it and how it can help to QM your back office.
Desktop Process Analytics (DPA) analyzes how long an agent uses each of their application resources during a call, such as their dialer application, CRM, email,
Desktop Process Analytics (DPA) analyzes how long an agent uses each of their application resources during a call, such as their dialer application, CRM, email,
Let Automated Quality Monitoring (AQM) make the decision easy. Automated Quality Monitoring (AQM) is fairly new technology that is a combination of Speech Analytics and
What every Contact Center needs it to efficiently transcribe calls and identify trends. In a 2018 study conducted by Microsoft Corporation on the state of
Are you a Contact Center director/executive banging your head against the wall struggling to crack the code on why your center is missing KPIs and
(What do you mean this thing does much more!?!?) Note: This blog was written by Juanita Coley and originally published on SWPP.org back in 2016.