At home agents Employee engagement Enterprise Quality management 
DMG Consulting
JANUARY 10, 2022
Organizations that want to realize the benefits of the digital channels and self-service solutions that their customers increasingly prefer need to enhance both the customer and agent experience. Interaction analytics is automating trend discovery as well as improving agent compliance and reducing fraud.
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. While many companies are applying IA findings in a single department, other organizations have started to combine the output with other enterprise data.
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