Enterprise Priorities in Europe

Enterprise Priorities in Europe

Agent Performance Optimization

RELEASE DATE
23-Jun-2014
REGION
Europe
Research Code: M991-01-00-00-00
SKU: IT00634-EU-CR_01773

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SKU
IT00634-EU-CR_01773

$12,500.00

$9,375.00 save 25 %

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Description

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

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 Country (continued)

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 Country (continued)

Future Prevalence of Systems/Applications by Contact Center Size

Future Prevalence of Systems/Applications by Industry

Current and Future Number of APO Vendors Sourced

Current and Future Number of APO Vendors Sourced (continued)

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

Languages Supported

The Frost & Sullivan Story

Value Proposition: Future of Your Company & Career

Global Perspective

Industry Convergence

360º Research Perspective

Implementation Excellence

Our Blue Ocean Strategy

Related Research
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.
More Information
No Index Yes
Podcast No
Author Ashwin Iyer
Industries Information Technology
WIP Number M991-01-00-00-00
Is Prebook No