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Agent Performance Optimization
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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 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.
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