Cover Image
Market Research Report

Enterprise Priorities in Europe: Agent Performance Optimization

Published by Frost & Sullivan Product code 306884
Published Content info 49 Pages
Delivery time: 1-2 business days
Price
Back to Top
Enterprise Priorities in Europe: Agent Performance Optimization
Published: June 23, 2014 Content info: 49 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 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.

Table of Contents
Product Code: M991-01-00-00-00

Table of Contents

1. RESEARCH BACKGROUND, OBJECTIVES, AND METHODOLOGY

Research Background, Objectives, and Methodology

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

2. EXECUTIVE SUMMARY

Executive Summary

  • 1. Executive Summary

3. PREVALENCE OF SYSTEMS AND APPLICATIONS

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 Country (continued)
  • 4. Current Prevalence of Systems/Applications by Contact Center Size
  • 5. Current Prevalence of Systems/Applications by Industry
  • 6. Future Prevalence of Systems/Applications by Country
  • 7. Future Prevalence of Systems/Applications by Country (continued)
  • 8. Future Prevalence of Systems/Applications by Contact Center Size
  • 9. Future Prevalence of Systems/Applications by Industry

4. NUMBER OF AGENT PERFORMANCE OPTIMIZATION VENDORS SOURCED

Number of Agent Performance Optimization Vendors Sourced

  • 1. Current and Future Number of APO Vendors Sourced
  • 2. Current and Future Number of APO Vendors Sourced (continued)

5. INTEGRATION OF AGENT PERFORMANCE OPTIMIZATION APPLICATIONS

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

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

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

Appendix

  • 1. Business Functions
  • 2. Languages Supported

9. THE FROST & SULLIVAN STORY

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
Back to Top