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Market Research Report

2016 Real-Time Contact Center Performance Management Market Report

Published by DMG Consulting LLC Product code 359396
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2016 Real-Time Contact Center Performance Management Market Report
Published: June 8, 2016 Content info:
Description

This is DMG Consulting's 8th industry report on contact center performance management, and the first to concentrate exclusively on the real-time features of these valuable solutions. The Real-Time Contact Center Performance Management Report is intended to help enterprise, contact center and IT professionals understand all aspects of real-time contact center performance management. This Report covers how real-time contact center performance management works, its uses and benefits, and how it can profoundly impact the ways that organizations measure, motivate and reward employee performance in contact centers and back-office departments.

Real-time contact center performance management solutions provide managers with timely, accurate and actionable information about employee and departmental activities, enabling supervisors and managers to take immediate corrective action. The ability to change course during a customer interaction can dramatically improve the customer experience and reduce operating costs, two of the primary goals for contact centers. And when these modifications are made throughout the day, they can make the difference between meeting and missing performance goals and service level agreements (SLAs).

Many contact center vendors offer solutions that produce a few metrics in real time, but true performance management solutions do much more. They access a wide range of data from disparate internal and external systems to generate the key performance indicators (KPIs) that managers need to have a complete view of what is happening in their department. Real-time contact center performance management solutions harness this large volume of data and produce actionable snapshots of organizational and individual performance, identifying the right course of action as events are unfolding. This allows managers to address any inefficiencies that may occur due to unexpected changes in resources, volumes, talk times, system performance, inquiry types, training needs, etc., throughout the day.

Real-time contact center performance management applications can also help improve agent satisfaction and retention by providing balanced scorecards that assess agent effectiveness and productivity on a continuous basis. Historical and real-time performance management solutions collect data on agent performance and serve as a system of record, promoting a sense of fairness that motivates agents. The timely scorecards can be used to replace the much-dreaded annual performance review, which, at best, is generally ineffective and de-motivating for agents.

Despite their proven, quantifiable benefits, real-time contact center performance management solutions have not found traction in the market, as many corporate decision-makers mistakenly view them as glorified reporting tools. Companies should use these solutions to give them a strategic service and cost advantage, as their insights make it possible to alter outcomes, which is what customers and employees want. The new generation of real-time contact center performance management tools come with gamification modules, which provide an enjoyable way to track and motivate individual, team and departmental performance.

The ‘2016 Real-Time Contact Center Performance Management Market Report’ is a timely and detailed guide to this emerging IT sector. The Report examines the vendors, products, technology, trends, challenges, benefits, return on investment (ROI), competitive landscape, market projections, pricing and implementation best practices. Two real-time contact center vendors are covered in detail: Clearview and TouchPoint One. AgentBalance, a new competitor based in Prague, Czech Republic, is covered at a high level.


Key Elements of This Report:

  • Definition of real-time performance management, including a review of the key modules and their benefits
  • Service delivery models and deployment options for real-time performance management solutions
  • Review of the market, business, operational and technical trends and challenges that are driving investments and vendor innovation
  • Analysis of real-time performance management market innovation, including new functionality that has recently been introduced, and what is planned to be delivered in the next 12 - 18 months
  • Examination of the servicing revolution: what customers want, and strategies to satisfy their expectations
  • Explanation of how real-time performance management supports the top 10 contact center servicing trends and initiatives for 2016
  • An insightful look at how real-time performance management can transform the performance appraisal process and better serve the needs of the Millennial workforce
  • Review of how real-time contact center performance management dashboards and balanced scorecards deliver actionable data that can increase staff accountability, drive performance improvement, and recognize outstanding achievement
  • Assessment of the gamification capabilities in real-time contact center performance management solutions, and how they can be used to drive self-directed performance improvements and employee engagement
  • Discussion of the leading key performance indicators (KPIs) needed to support sales performance management
  • 5-year projections for contact center performance management
  • Review and assessment of the competitive landscape for real-time contact center performance management solutions
  • Detailed analyses of the functional and technical capabilities of the featured vendors
  • Analysis of the return on investment (ROI) and quantifiable benefits of the real-time contact center performance management solutions
  • Implementation analysis, including vendor methodology, training and workshops, best practices, and maintenance and support
  • Detailed pricing comparison and analysis for on-premise, cloud-based and managed service real-time contact center performance management solutions
  • Company reports for the 3 leading and contending competitors, analyzing their products, functionality and future product development plans
  • Comprehensive Real-Time Contact Center Performance Management Vendor Directory

Report Highlights

  • Real-time contact center performance management solutions provide significant benefits beyond merely reporting capabilities: Real-time performance management applications don't just report on departmental activity; they give managers timely, accurate and actionable information. The solutions consolidate data from the numerous third-party operating systems and applications to give managers the insights and guidance they need to select the right course of action throughout the day. In doing so, they improve customer satisfaction, increase agent engagement and reduce operating costs.
  • Real-time performance data empowers contact centers to meet their goals: Real-time performance management solutions provide information about departmental and individual employee performance as it is happening. The ability to address unexpected inefficiencies or other performance issues in-the-moment can have a profound impact on increasing productivity and achieving positive outcomes for all interactions in the contact center.
  • Managers can use historical and real-time performance management to replace the generally ineffective annual performance appraisal process: Managers and agents share a dislike for the annual review process that is currently used in many organizations. The consolidated data contained in balanced scorecards is much more relevant and effective for performance reviews, as it is timely, comprehensive, and promotes a sense of fairness.
  • The potential for real-time contact center performance management is great, despite the current challenges: Enterprises and vendors agree that real-time performance management solutions drive quantifiable improvements in agent productivity and quality while enhancing agent satisfaction and engagement and reducing operating costs. To increase adoption of these essential applications, the market must come up with a formula to make their benefits better understood by corporate decision-makers; the addition of gamification features to these solutions is a step in the right direction.

SAMPLE FIGURE

Table of Contents

Table of Contents

1. Executive Summary

2. Introduction

3. DMG Consulting Research Methodology

  • 3.1. Report Participation Criteria

4. What is Real-Time Performance Management?

  • 4.1. Real-Time vs. Historical Performance Management
  • 4.2. Real-Time Key Performance Indicators

5. High-Level Functional Summary

  • 5.1. Administration

6. High-Level Technical Summary

  • 6.1. Security
  • 6.2. Integration Capabilities
  • 6.3. Workflow

7. Service Delivery Models for Real-Time Performance Management Solutions

  • 7.1. DMG Service Delivery Definitions
  • 7.2. Vendor Service Delivery Options

8. Real-Time Performance Management Trends and Challenges

  • 8.1. Real-Time Contact Center Performance Management Trends
  • 8.2. Real-Time Contact Center Performance Management Challenges

9. Real-Time Contact Center Performance Management Market Innovation

  • 9.1. New Product Features
  • 9.2. Future Enhancements

10. The Servicing Revolution

  • 10.1. The Disconnect Between Enterprises and their Customers
  • 10.2. What Customers Want
  • 10.3. Customer-Centric KPIs
  • 10.4. How Real-Time Performance Management Helps Companies Meet their Customers' Needs

11. Real-Time Performance Management Delivers to Top Enterprise Servicing Goals for 2016

  • 11.1. Deliver an Outstanding Customer Experience
  • 11.2. Improve Productivity
  • 11.3. Reduce the Cost of Service
  • 11.4. Increase the Use of Self-Service
  • 11.5. Reduce Customer Effort
  • 11.6. Enhance Reporting and Analytics
  • 11.7. Improve Customer Retention
  • 11.8. Enhance Customer Engagement
  • 11.9. Improve Cross-Departmental Coordination
  • 11.10. Enhance Staff Engagement
  • 11.11. Leveraging Real-Time Performance Management to Support a Culture of Change

12. Once is Not Enough: Replacing Annual Performance Appraisals with Real-Time Performance Management

  • 12.1. The New Workplace/Workforce Paradigm
  • 12.2. It's Time for a Change: Transforming the Performance Evaluation Process

13. Real-Time Performance Management Delivers Actionable Insights

  • 13.1. Balanced Scorecards
  • 13.2. Dashboards, Reporting and Analytics

14. Self-Directed Performance Management with Gamification

15. Bottom-Line Benefits of Sales Performance Management

16. Performance Management Market Projections

17. Real-Time Contact Center Performance Management Competitive Landscape

  • 17.1. Featured Real-Time Contact Center Performance Management Vendors

18. Real-Time Performance Management Vendors and Solutions

  • 18.1. Company Snapshot
  • 18.2. Vendor Offerings and Products
  • 18.3. Packaged Real-Time Performance Management Offerings

19. Real-Time Performance Management Benefits and Return on Investment

  • 19.1. ROI Analysis
  • 19.2. Benefits

20. Implementation Analysis

  • 20.1. Implementation Process
  • 20.2. Implementation Best Practices
  • 20.3. Training and Professional Services
  • 20.4. Maintenance and Support

21. Pricing

  • 21.1. Premise-Based Pricing
  • 21.2. Cloud-Based Pricing
  • 21.3. Managed Service Pricing

22. Company Reports

  • 22.1. AgentBalance
  • 22.2. Clearview
  • 22.3. TouchPoint One, LLC

Appendix: Real-Time Contact Center Performance Management Vendor Directory

TABLE OF FIGURES

  • Figure 1: Features and Benefits of Real-Time Performance Management
  • Figure 2: Historical vs. Real-Time Performance Management
  • Figure 3: Real-Time KPIs
  • Figure 4: High-Level Functional Summary
  • Figure 5: Administration
  • Figure 6: High-Level Technical Analysis
  • Figure 7: Security
  • Figure 8: Integration Capabilities
  • Figure 9: Workflow/Business Process Management
  • Figure 10: Service Delivery Models, Advantages and Disadvantages
  • Figure 11: DMG's Service Delivery Model Definitions
  • Figure 12: Real-Time Performance Management Vendor Service Delivery Options
  • Figure 13: Real-Time Contact Center Performance Management Trends
  • Figure 14: Real-Time Contact Center Performance Management Challenges
  • Figure 15: New Product Features
  • Figure 16: Future Enhancements
  • Figure 17: Enterprise View vs. Customer View
  • Figure 18: Top Contact Center Servicing Practices
  • Figure 19: Customer-Focused KPIs
  • Figure 20: Real-Time Performance Management Customer Centric KPIs
  • Figure 21: 2016 Top 10 Enterprise Servicing Goals
  • Figure 22: Leveraging Real-Time PM to Deliver an Outstanding Customer Experience
  • Figure 23: Leveraging Real-Time PM to Improve Productivity
  • Figure 24: Leveraging Real-Time PM to Reduce the Cost of Service
  • Figure 25: Leveraging Real-Time PM to Increase the Use of Self-Service
  • Figure 26: Leveraging Real-Time PM to Reduce Customer Effort
  • Figure 27: Leveraging Real-Time PM to Enhance Reporting and Analytics
  • Figure 28: Leveraging Real-Time PM to Improve Customer Retention
  • Figure 29: Leveraging Real-Time Performance Management to Enhance Customer Engagement
  • Figure 30: Leveraging Real-Time Performance Management to Improve Cross-Departmental Coordination
  • Figure 31: Leveraging Real-Time PM to Enhance Staff Engagement
  • Figure 32: Leveraging Real-Time PM to Support a Culture Of Change
  • Figure 33: Annual Appraisal vs. Real-Time Performance Management
  • Figure 34: Balanced Scorecards
  • Figure 35: Dashboards, Reporting and Analytics
  • Figure 36: Gamification
  • Figure 37: Real-Time Sales Performance Management
  • Figure 38: Performance Management Market Projections, 2016 - 2020
  • Figure 39: Company Information
  • Figure 40: Product Information
  • Figure 41: Packaged Offerings
  • Figure 42: Real-Time Performance Management ROI
  • Figure 43: Top 5 Quantifiable Benefits From Real-Time Performance Management
  • Figure 44: Vendor Implementation Process
  • Figure 45: Implementation Best Practices
  • Figure 46: Training and Professional Services
  • Figure 47: Maintenance and Support
  • Figure 48: Pricing for a 250-Seat Premise-Based Real-Time Performance Management Implementation
  • Figure 49: Pricing for a 250-Seat Cloud-Based Real-Time Performance Management Implementation
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