Transform Your Agent Desktop

Learn how other organizations are overcoming barriers in modernizing their desktops and are changing the customer experience in the process.

Forrester Consulting: Contact Center Transformation Study

Read the Executive Summary

Download the August 2015 commissioned study To Transform the Agent Desktop, Think Strategically, Act Tactically (conducted by Forrester Consulting on behalf of Pegasystems), which explores key findings such as:

  • Only 21% say their organization is ‘excellent’ at consistent customer service across multiple channels
  • 48% say their agents have to use too many applications to help customers
  • More than 50% use technology that’s at least 5 years old

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