Performance Management - Market Insight
Performance Management - Market Insight
RELEASE DATE
14-Dec-2005
14-Dec-2005
REGION
North America
North America
Research Code: 6A41-01-00-00-00
SKU: IT02486-EU-MR_15849
$1,195.00
In stock
SKU
IT02486-EU-MR_15849
Description
Organizations continue to invest in tools to improve customer satisfaction and operational performance within the contact center. They seek a holistic view of the true performance of the contact center through measurement of specific KPI's (key performance indicators) that principle determinants of efficiency and effectiveness. Hence, the market has flourished with offerings from several segments that seek to use data gathered with ACD and CTI systems as well as workforce management applications. This Insight will help uncover some of the key features and functions embedded in performance management systems and how vendors have packaged their systems to more effectively serve today's contact center.
Table of Contents
Overview and Definitions
- Introduction and Definitions
- Benefits
- Critical Success Factors
- Competitive Positioning
- Awards
- Conclusion
Popular Topics
Organizations continue to invest in tools to improve customer satisfaction and operational performance within the contact center. They seek a holistic view of the true performance of the contact center through measurement of specific KPI's (key performance indicators) that principle determinants of efficiency and effectiveness. Hence, the market has flourished with offerings from several segments that seek to use data gathered with ACD and CTI systems as well as workforce management applications. This Insight will help uncover some of the key features and functions embedded in performance management systems and how vendors have packaged their systems to more effectively serve today's contact center.
No Index | Yes |
---|---|
Podcast | No |
WIP Number | 6A41-01-00-00-00 |
Is Prebook | No |