Enterprise Priorities in North America

Enterprise Priorities in North America

Agent Performance Optimization

RELEASE DATE
19-Jun-2014
REGION
North America
Research Code: NCCB-01-00-00-00
SKU: IT00695-NA-CR_01925

$10,000.00

Special Price $7,500.00 save 25 %

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SKU
IT00695-NA-CR_01925

$10,000.00

$7,500.00 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 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.

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 Contact Center Size

Current Prevalence of Systems/Applications by Industry

Future Prevalence of Systems/Applications by Country

Future Prevalence of Systems/Applications by Contact Center Size

Future Prevalence of Systems/Applications by Industry

Current and Future Number of APO Vendors Sourced

Average Number of APO Vendors Currently Sourced

Average Number of APO Vendors Planning to Source

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

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