Performance Management - Market Insight

Performance Management - Market Insight

RELEASE DATE
14-Dec-2005
REGION
North America
Research Code: 6A41-01-00-00-00
SKU: IT02486-EU-MR_15849
$1,195.00
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SKU
IT02486-EU-MR_15849
$1,195.00
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Description

Organizations continue to invest in tools to improve customer satisfaction and operational performance within the contact center. They seek a holistic view of the true performance of the contact center through measurement of specific KPI's (key performance indicators) that principle determinants of efficiency and effectiveness. Hence, the market has flourished with offerings from several segments that seek to use data gathered with ACD and CTI systems as well as workforce management applications. This Insight will help uncover some of the key features and functions embedded in performance management systems and how vendors have packaged their systems to more effectively serve today's contact center.

Table of Contents

Overview and Definitions

  • Introduction and Definitions
  • Benefits
  • Critical Success Factors
  • Competitive Positioning
  • Awards
  • Conclusion
Related Research
Organizations continue to invest in tools to improve customer satisfaction and operational performance within the contact center. They seek a holistic view of the true performance of the contact center through measurement of specific KPI's (key performance indicators) that principle determinants of efficiency and effectiveness. Hence, the market has flourished with offerings from several segments that seek to use data gathered with ACD and CTI systems as well as workforce management applications. This Insight will help uncover some of the key features and functions embedded in performance management systems and how vendors have packaged their systems to more effectively serve today's contact center.
More Information
No Index Yes
Podcast No
WIP Number 6A41-01-00-00-00
Is Prebook No