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Enterprise Priorities in North America
Enterprise Priorities in North America
Agent Performance Optimization
RELEASE DATE
19-Jun-2014
19-Jun-2014
REGION
North America
North America
Research Code: NCCB-01-00-00-00
SKU: IT00695-NA-CR_01925
$10,000.00
In stock
SKU
IT00695-NA-CR_01925
Description
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
Research Background and Objectives
Methodology
Methodology (continued)
Overall Firmagraphic Details
Executive Summary
Current Versus Future Prevalence of Systems/Applications
Current Prevalence of Systems/Applications by Country
Current Prevalence of Systems/Applications by Contact Center Size
Current Prevalence of Systems/Applications by Industry
Future Prevalence of Systems/Applications by Country
Future Prevalence of Systems/Applications by Contact Center Size
Future Prevalence of Systems/Applications by Industry
Current and Future Number of APO Vendors Sourced
Average Number of APO Vendors Currently Sourced
Average Number of APO Vendors Planning to Source
Current and Future Integration of APO Applications
Current Integration of APO Applications with Multichannel Applications
Future Integration of APO Applications with Multichannel Applications
Use Cases for APO Applications by Country
Use Cases for APO Applications by Contact Center Size
Use Cases for APO Applications by Industry
Leveraging APO Tools in Other Departments
Restraints to Leveraging Customer Insights by Country
Restraints to Leveraging Customer Insights by Contact Center Size
Restraints to Leveraging Customer Insights by Industry
Legal Disclaimer
Business Functions
The Frost & Sullivan Story
Value Proposition: Future of Your Company & Career
Global Perspective
Industry Convergence
360º Research Perspective
Implementation Excellence
Our Blue Ocean Strategy
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.
| No Index | Yes |
|---|---|
| Podcast | No |
| Author | Ashwin Iyer |
| Industries | Information Technology |
| WIP Number | NCCB-01-00-00-00 |
| Is Prebook | No |