Enterprise Priorities in North America

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.

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 Contact Center SizeCurrent Prevalence of Systems/Applications by IndustryFuture Prevalence of Systems/Applications by CountryFuture 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 SourcedAverage Number of APO Vendors Currently SourcedAverage Number of APO Vendors Planning to SourceIntegration 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 CountryRestraints to Leveraging Customer Insights by Contact Center SizeRestraints to Leveraging Customer Insights by IndustryLegal DisclaimerAppendixBusiness FunctionsThe Frost & Sullivan StoryThe Frost & Sullivan StoryValue Proposition: Future of Your Company & CareerGlobal PerspectiveIndustry Convergence360º Research PerspectiveImplementation ExcellenceOur Blue Ocean Strategy

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