Enterprise Priorities in Europe

Agent Performance Optimization

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Regular Price: USD 12,500

Special Price USD 11,250

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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, Objectives, and MethodologyResearch Background and ObjectivesMethodologyMethodology (continued)Overall Firmagraphic DetailsExecutive SummaryExecutive SummaryPrevalence of Systems and Applications Current Versus Future Prevalence of Systems/ApplicationsCurrent Prevalence of Systems/Applications by CountryCurrent Prevalence of Systems/Applications by Country (continued)Current Prevalence of Systems/Applications by Contact Center SizeCurrent Prevalence of Systems/Applications by IndustryFuture Prevalence of Systems/Applications by CountryFuture Prevalence of Systems/Applications by Country (continued)Future Prevalence of Systems/Applications by Contact Center SizeFuture Prevalence of Systems/Applications by IndustryNumber of Agent Performance Optimization Vendors SourcedCurrent and Future Number of APO Vendors SourcedCurrent and Future Number of APO Vendors Sourced (continued)Integration of Agent Performance Optimization ApplicationsCurrent and Future Integration of APO ApplicationsCurrent Integration of APO Applications with Multichannel ApplicationsFuture Integration of APO Applications with Multichannel ApplicationsPrimary Use Cases for Agent Performance Optimization ApplicationsUse Cases for APO Applications by CountryUse Cases for APO Applications by Contact Center SizeUse Cases for APO Applications by IndustryLeveraging APO Tools in Other DepartmentsRestraints to Leveraging Customer InsightsRestraints to Leveraging Customer Insights by Country Restraints to Leveraging Customer Insights by Contact Center Size Restraints to Leveraging Customer Insights by IndustryLegal DisclaimerAppendixBusiness FunctionsLanguages SupportedThe Frost & Sullivan StoryThe Frost & Sullivan StoryValue Proposition: Future of Your Company & CareerGlobal PerspectiveIndustry Convergence360º Research PerspectiveImplementation ExcellenceOur Blue Ocean Strategy




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