DMG Consulting's seventh annual ‘Contact Center Performance Management (CCPM) Market Report’ provides an in-depth look at this key IT sector. The Report is designed specifically to help contact center and IT managers select the right performance management solution, functionality and vendor for their organization. This 211-page Report encompasses vendors, products, technology, market trends and challenges, benefits, return on investment, competitive landscape, market share, market projections, adoption rates, pricing, and best practices for implementing these solutions.
Contact center performance management is finally finding its place in the contact center as well as in the back office. CCPM solutions offer tremendous value to organizations that understand their power. Although adoption has been slower than in other IT sectors, vendors continue to invest in making these solutions easier to use. Big data, employee engagement, and the increasing importance of capturing and analyzing the customer journey are causing end users to reconsider CCPM and appreciate its value.
CCPM solutions offer a systemic framework and process for quantifying department and agent performance, sharing the information gathered with decision-makers, and feeding findings into a change management process as part of a continuous improvement cycle. The potential benefits are significant, as CCPM can help enhance the customer experience, improve productivity and increase contact center quality.
Enterprises want more data for their agents and supervisors as the push for greater self-management continues. CCPM solutions can help meet this need, and enable supervisors to identify actionable opportunities to improve every customer experience. Real-time and historical metrics, displayed graphically, help agents understand their performance and make the adjustments needed to meet goals. All of this access to data - facilitated by a fresh approach to wallboards and the growing trend of gamification - helps keep employees engaged, which enhances their ability and desire to deliver great customer experiences.
Despite proven benefits and a quantifiable return on investment (ROI), CCPM still faces several hurdles to achieving solid growth. Vendors need to direct more research and development (R&D) dollars toward these solutions, so the
Intelligence gathered becomes more actionable with less manual effort required from users. The fact that there is not a standard set of modules across all CCPM solutions makes it difficult for users to compare and contrast their options, so it is critical for vendors to more clearly convey the valuable benefits and significant impact that CCPM can have on end-user organizations.
As of April 2014, the adoption rate of CCPM applications was 13.8%. This is a slight increase from the 2013 adoption rate of 13.4%, and a significant increase from the 2012 adoption rate of 11.7%. DMG expects CCPM adoption to continue to creep up slowly over the next few years. DMG estimates that revenue for CCPM will increase by 14% in each of the next three years, 2014 through 2016.
Every contact center should use CCPM to obtain the data they need to measure, improve, optimize and manage their organization. However, as the solutions are so different from one another, DMG advises users to conduct thorough due diligence to determine which solution has the functionality necessary to meet the needs of their specific environment. Out-of-the-box integrations are still lagging, and workflow capabilities need improving, but CCPM can have a powerful impact in helping employees understand how to do their jobs more effectively and can help supervisors more effectively recognize and reward positive behavior.
The 2014-2015 Contact Center Performance Management Market Report is the most complete and timely guide to this IT sector. It covers the entire CCPM market, with detailed analyses of the solutions offered by three leading vendors: NICE Systems, Verint Systems and VPI. Three other vendors - ClearView, Inova and Metrica - are covered at a high level.
Contact Center Performance Management Process
Source: DMG Consulting LLC, May 2014.
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