Market Research Report
2016 Real-Time Contact Center Performance Management Market Report
|Published by||DMG Consulting LLC||Product code||359396|
Delivery time: 1-2 business days
|2016 Real-Time Contact Center Performance Management Market Report|
|Published: June 8, 2016||Content info:||
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.
Appendix: Real-Time Contact Center Performance Management Vendor Directory