Read 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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To Transform The Agent
Desktop, Think Strategically,
Act Tactically
Summary of results & insight from the
Forrester Thought Leadership Paper

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TRANSFORM YOUR AGENT DESKTOP
Organizations that rely on outdated, complex, and inflexible agent desktop
applications are putting themselves at a competitive disadvantage at a time when
customer service and experience are more important than ever. Organizations with
older contact center technology find it more difficult to deliver quality cross-channel
service to customers, which can mean the difference between a brand advocate
and a vocal dissenter.
About “To Transform The Agent Desktop, Think Strategically, Act Tactically.”
In 2015, Pega commissioned Forrester Consulting to evaluate organizations’
current and past contact center technology transformation plans and projects. The
goal was to understand the reasons why companies decide to update their agent
desktop solutions, and how they choose to do so.
The following slides showcase the key findings from the study.

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You’ve had a taste of the findings,
now download the full results:
www.pega.com/forrester-contact-center

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linkedin.com/company/pegasystems