Analytics At home agents Employee engagement Quality management 
DMG Consulting
JANUARY 10, 2022
Many of the applications that comprise these suites (See Figure 1) should be rolled out to employees in all departments that are part of the customer journey. Figure 1: Workforce Optimization/Workforce Engagement Management Suite. Source: DMG Consulting, December 2021. Technology Takes a Leading Role.
DMG Consulting
AUGUST 3, 2020
Interaction analytics (IA) is a highly valuable application for contact centers, with even higher potential for making major contributions to other enterprise departments. IA is an essential input into the customer journey analytics (CJA) process, particularly when the feedback is provided on a timely basis.
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