Agent Optimization Performance Software Markets

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This report focuses on the importance of agent performance in the contact center industry. The move from phone calls to multimedia channels combined with the trend from "cost centers" to "profit centers" are driving the costs of agents even higher. As such, improving agent performance has become a critical factor in most industries.

Table of Contents

Agent Optimization Performance Software Markets, Executive Summary - Agent Performance OptimizationMarket OverviewExecutive SummaryChallengesDrivers and RestraintsDriversRestraintsAgent Optimization Performance Software Markets, Workforce Management SoftwareWorkforce Management SoftwareIntroductionMarket Engineering MeasurementsWorkforce Management Forecasts and TrendsRevenue ForecastsDemand AnalysisPricing TrendsWorkforce Management Competitive AnalysisCompetitive StructureMarket Share AnalysisProduct AnalysisWorkforce Management Strategic RecommendationsAwardsStrategies OverviewAgent Optimization Performance Software Markets, Quality Monitoring SoftwareQuality Monitoring OverviewIntroductionMarket Engineering MeasurementsQuality Monitoring Forecasts and TrendsRevenue ForecastsPercent of Revenues by Product TypeDemand AnalysisPricing TrendsQuality Monitoring Competitive AnalysisCompetitive StructureMarket Share AnalysisProduct AnalysisQuality Monitoring Strategic RecommendationsAwardsStrategies OverviewAgent Optimization Performance Software Markets, E-LearningMarket OverviewSummary of Major FindingsProduct Offerings




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