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.