Agent Performance Optimization
23-Jun-2014
Europe
Customer Research
The main objective of this research service was to investigate the current use and future adaptation of agent performance optimization (APO) solutions in European contact centers. Quality monitoring and workforce and performance management systems are the most widely deployed and used APO applications in Europe. Furthermore, large contact centers have deployed more APO applications than small and medium centers, with particularly high gaps in advanced analytical tools and newer applications. The primary uses of APO applications have diversified from quality, training, and performance management purposes to achieving deeper customer insights, identifying process improvements, and improving the effectiveness of marketing campaigns.
Research Background and Objectives
Methodology
Methodology (continued)
Overall Firmagraphic Details
Executive Summary
Current Versus Future Prevalence of Systems/Applications
Current Prevalence of Systems/Applications by Country
Current Prevalence of Systems/Applications by Country (continued)
Current Prevalence of Systems/Applications by Contact Center Size
Current Prevalence of Systems/Applications by Industry
Future Prevalence of Systems/Applications by Country
Future Prevalence of Systems/Applications by Country (continued)
Future Prevalence of Systems/Applications by Contact Center Size
Future Prevalence of Systems/Applications by Industry
Current and Future Number of APO Vendors Sourced
Current and Future Number of APO Vendors Sourced (continued)
Current and Future Integration of APO Applications
Current Integration of APO Applications with Multichannel Applications
Future Integration of APO Applications with Multichannel Applications
Use Cases for APO Applications by Country
Use Cases for APO Applications by Contact Center Size
Use Cases for APO Applications by Industry
Leveraging APO Tools in Other Departments
Restraints to Leveraging Customer Insights by Country
Restraints to Leveraging Customer Insights by Contact Center Size
Restraints to Leveraging Customer Insights by Industry
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| Deliverable Type | Customer Research |
|---|---|
| No Index | Yes |
| Podcast | No |
| Author | Ashwin Iyer |
| Industries | Information Technology |
| WIP Number | M991-01-00-00-00 |
| Is Prebook | No |