Insight - Quality Monitoring and Enterprise Performance Optimization

Insight - Quality Monitoring and Enterprise Performance Optimization

RELEASE DATE
03-Feb-2005
REGION
North America
Research Code: F311-01-00-00-00
SKU: IT02829-AP-MR_16192

$1,195.00

Special Price $896.25 save 25 %

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SKU
IT02829-AP-MR_16192

$1,195.00

$896.25 save 25 %

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Description

Agent-customer interaction recordings are no longer limited to monitoring the quality of customer service agents within the contact center. The success of quality monitoring systems in improving agent performance and productivity has led to increasing use of these products in settings within the enterprise and outside of the contact center, in order to realize similar gains. This Insight will discuss the impact on enterprise performance from a quality monitoring perspective. It includes impacts on process, efficiency and employee and customer incentives. In addition, the landscape of vendors in the market that offer quality monitoring solutions to enterprise performance is detailed.

Table of Contents

EPO- Introduction and Benefits

  • Introduction
  • Enterprise Performance Management
  • Benefits

Vendor Overview through Conclusions

  • Vendor Overview
  • Competitive Positioning
  • Conclusions
Related Research
Agent-customer interaction recordings are no longer limited to monitoring the quality of customer service agents within the contact center. The success of quality monitoring systems in improving agent performance and productivity has led to increasing use of these products in settings within the enterprise and outside of the contact center, in order to realize similar gains. This Insight will discuss the impact on enterprise performance from a quality monitoring perspective. It includes impacts on process, efficiency and employee and customer incentives. In addition, the landscape of vendors in the market that offer quality monitoring solutions to enterprise performance is detailed.
More Information
No Index Yes
Podcast No
WIP Number F311-01-00-00-00
Is Prebook No