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Market Research Report

Enterprise Priorities in North America

Published by Frost & Sullivan Product code 306525
Published Content info 47 Pages
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Enterprise Priorities in North America
Published: June 19, 2014 Content info: 47 Pages
Description

Agent Performance Optimization

The main objective of this research service was to investigate the current use and future adaptation of agent performance optimization (APO) solutions in North American contact centers. Overall, quality monitoring, performance management, and workforce management systems are the most widely used APO applications. Furthermore, large contact centers deploy more APOs than small or medium companies. Notably, 22% of the respondents have integrated their APO applications with their multichannel applications, and this percentage is expected to increase to 51% by 2016. The highest growth rates are expected in the next 2 years for virtual agents, Web interaction analytics, and Web collaboration tools.

Table of Contents
Product Code: NCCB-01-00-00-00

Table of Contents

1. RESEARCH BACKGROUND, OBJECTIVES, AND METHODOLOGY

  • 1. Research Background and Objectives
  • 2. Methodology
  • 3. Methodology (continued)
  • 4. Overall Firmagraphic Details

2. EXECUTIVE SUMMARY

  • 1. Executive Summary

3. PREVALENCE OF SYSTEMS AND APPLICATIONS

  • 1. Current Versus Future Prevalence of Systems/Applications
  • 2. Current Prevalence of Systems/Applications by Country
  • 3. Current Prevalence of Systems/Applications by Contact Center Size
  • 4. Current Prevalence of Systems/Applications by Industry
  • 5. Future Prevalence of Systems/Applications by Country
  • 6. Future Prevalence of Systems/Applications by Contact Center Size
  • 7. Future Prevalence of Systems/Applications by Industry

4. NUMBER OF AGENT PERFORMANCE OPTIMIZATION VENDORS SOURCED

  • 1. Current and Future Number of APO Vendors Sourced
  • 2. Average Number of APO Vendors Currently Sourced
  • 3. Average Number of APO Vendors Planning to Source

5. INTEGRATION OF AGENT PERFORMANCE OPTIMIZATION APPLICATIONS

  • 1. Current and Future Integration of APO Applications
  • 2. Current Integration of APO Applications with Multichannel Applications
  • 3. Future Integration of APO Applications with Multichannel Applications

6. PRIMARY USE CASES FOR AGENT PERFORMANCE OPTIMIZATION APPLICATIONS

  • 1. Use Cases for APO Applications by Country
  • 2. Use Cases for APO Applications by Contact Center Size
  • 3. Use Cases for APO Applications by Industry
  • 4. Leveraging APO Tools in Other Departments

7. RESTRAINTS TO LEVERAGING CUSTOMER INSIGHTS

  • 1. Restraints to Leveraging Customer Insights by Country
  • 2. Restraints to Leveraging Customer Insights by Contact Center Size
  • 3. Restraints to Leveraging Customer Insights by Industry
  • 4. Legal Disclaimer

8. APPENDIX

  • 1. Business Functions

9. THE FROST & SULLIVAN STORY

  • 1. The Frost & Sullivan Story
  • 2. Value Proposition: Future of Your Company & Career
  • 3. Global Perspective
  • 4. Industry Convergence
  • 5. 360° Research Perspective
  • 6. Implementation Excellence
  • 7. Our Blue Ocean Strategy
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