2016 Real-Time Contact Center Performance Management Market Report

  • ID: 3747010
  • Report
  • Region: Global
  • DMG Consulting LLC
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How Real-Time Contact Center Performance Management Works

True performance management solutions access a wide range of data from disparate internal and external systems to generate the key performance indicators (KPIs) that managers need to have a complete view of what is happening in their department.

Real-time contact center performance management solutions harness this large volume of data and produce actionable snapshots of organizational and individual performance, identifying the right course of action as events are unfolding. This allows managers to address any inefficiencies that may occur due to unexpected changes in resources, volumes, talk times, system performance, inquiry types, training needs, etc., throughout the day.

This 8th industry report on contact center performance management is the first to concentrate exclusively on the real-time features of these valuable solutions. This report covers how real-time contact center performance management works, its uses and benefits, and how it can profoundly impact the ways that organizations measure, motivate and reward employee performance in contact centers and back-office departments. The report is intended to help enterprise, contact center and IT professionals understand all aspects of real-time contact center performance management.

The 2016 Real-Time Contact Center Performance Management Market Report is a timely and detailed guide to this emerging IT sector. The report examines the vendors, products, technology, trends, challenges, benefits, return on investment (ROI), competitive landscape, market projections, pricing and implementation best practices. Two real-time contact center vendors are covered in detail: Clearview and TouchPoint One. AgentBalance, a new competitor based in Prague, Czech Republic, is covered at a high level.

Key features of the report include:

  •  Definition of real-time performance management, including a review of the key modules and their benefits
  •  Service delivery models and deployment options for real-time performance management solutions
  •  Review of the market, business, operational and technical trends and challenges that are driving investments and vendor innovation
  •  Analysis of real-time performance management market innovation, including new functionality that has recently been introduced, and what is planned to be delivered in the next 12 - 18 months
  •  Examination of the servicing revolution: what customers want, and strategies to satisfy their expectations
  •  Explanation of how real-time performance management supports the top 10 contact center servicing trends and initiatives for 2016
  •  An insightful look at how real-time performance management can transform the performance appraisal process and better serve the needs of the Millennial workforce
  •  Review of how real-time contact center performance management dashboards and balanced scorecards deliver actionable data that can increase staff accountability, drive performance improvement, and recognize outstanding achievement
  •  Assessment of the gamification capabilities in real-time contact center performance management solutions, and how they can be used to drive self-directed performance improvements and employee engagement
  •  Discussion of the leading KPIs needed to support sales performance management
  •  5-year projections for contact center performance management.
  •  Review and assessment of the competitive landscape for real-time contact center performance management solutions
  •  Detailed analyses of the functional and technical capabilities of the featured performance management vendors
  •  Analysis of the ROI and quantifiable benefits of the real-time contact center performance management solutions
  •  Implementation analysis, including vendor methodology, training and workshops, best practices, and maintenance and support
  •  Detailed pricing comparison and analysis for on-premise, cloud-based and managed service real-time contact center performance management solutions
  •  Company reports for the 3 leading and contending competitors, analyzing their products, functionality and future product development plans
  •  Comprehensive Real-Time Contact Center Performance Management Vendor Directory

Please Note: A customer license letter agreement needs to be signed prior to delivery of this product. This letter will be sent to you via email after your order is placed.

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1. Executive Summary

2. Introduction

3. Research Methodology
3.1 Report Participation Criteria

4. What is Real-Time Performance Management?
4.1 Real-Time vs. Historical Performance Management
4.2 Real-Time Key Performance Indicators

5. High-Level Functional Summary
5.1 Administration

6. High-Level Technical Summary
6.1 Security
6.2 Integration Capabilities
6.3 Workflow

7. Service Delivery Models for Real-Time Performance Management Solutions
7.1 DMG Service Delivery Definitions
7.2 Vendor Service Delivery Options

8. Real-Time Performance Management Trends and Challenges
8.1 Real-Time Contact Center Performance Management Trends
8.2 Real-Time Contact Center Performance Management Challenges

9. Real-Time Contact Center Performance Management Market Innovation
9.1 New Product Features
9.2 Future Enhancements

10. The Servicing Revolution
10.1 The Disconnect Between Enterprises and their Customers
10.2 What Customers Want
10.3 Customer-Centric KPIs
10.4 How Real-Time Performance Management Helps Companies Meet their Customers' Needs

11. Real-Time Performance Management Delivers to Top Enterprise Servicing Goals for 2016
11.1 Deliver an Outstanding Customer Experience
11.2 Improve Productivity
11.3 Reduce the Cost of Service
11.4 Increase the Use of Self-Service
11.5 Reduce Customer Effort
11.6 Enhance Reporting and Analytics
11.7 Improve Customer Retention
11.8 Enhance Customer Engagement
11.9 Improve Cross-Departmental Coordination
11.10 Enhance Staff Engagement
11.11 Leveraging Real-Time Performance Management to Support a Culture of Change

12. Once is Not Enough: Replacing Annual Performance Appraisals with Real-Time Performance Management
12.1 The New Workplace/Workforce Paradigm
12.2 It's Time for a Change: Transforming the Performance Evaluation Process

13. Real-Time Performance Management Delivers Actionable Insights
13.1 Balanced Scorecards
13.2 Dashboards, Reporting and Analytics

14. Self-Directed Performance Management with Gamification

15. Bottom-Line Benefits of Sales Performance Management

16. Performance Management Market Projections

17. Real-Time Contact Center Performance Management Competitive Landscape
17.1 Featured Real-Time Contact Center Performance Management Vendors

18. Real-Time Performance Management Vendors and Solutions
18.1 Company Snapshot
18.2 Vendor Offerings and Products
18.3 Packaged Real-Time Performance Management Offerings

19. Real-Time Performance Management Benefits and Return on Investment
19.1 ROI Analysis
19.2 Benefits

20. Implementation Analysis
20.1 Implementation Process
20.2 Implementation Best Practices
20.3 Training and Professional Services
20.4 Maintenance and Support

21. Pricing
21.1 Premise-Based Pricing
21.2 Cloud-Based Pricing
21.3 Managed Service Pricing

22. Company Reports
22.1 AgentBalance
22.2 Clearview
22.3 TouchPoint One, LLC

Appendix: Real-Time Contact Center Performance Management Vendor Directory

Table of Figures

Figure 1: Features and Benefits of Real-Time Performance Management
Figure 2: Historical vs. Real-Time Performance Management
Figure 3: Real-Time KPIs
Figure 4: High-Level Functional Summary
Figure 5: Administration
Figure 6: High-Level Technical Analysis
Figure 7: Security
Figure 8: Integration Capabilities
Figure 9: Workflow/Business Process Management
Figure 10: Service Delivery Models, Advantages and Disadvantages
Figure 11: DMG's Service Delivery Model Definitions
Figure 12: Real-Time Performance Management Vendor Service Delivery Options
Figure 13: Real-Time Contact Center Performance Management Trends
Figure 14: Real-Time Contact Center Performance Management Challenges
Figure 15: New Product Features
Figure 16: Future Enhancements
Figure 17: Enterprise View vs. Customer View
Figure 18: Top Contact Center Servicing Practices
Figure 19: Customer-Focused KPIs
Figure 20: Real-Time Performance Management Customer Centric KPIs
Figure 21: 2016 Top 10 Enterprise Servicing Goals
Figure 22: Leveraging Real-Time PM to Deliver an Outstanding Customer Experience
Figure 23: Leveraging Real-Time PM to Improve Productivity
Figure 24: Leveraging Real-Time PM to Reduce the Cost of Service
Figure 25: Leveraging Real-Time PM to Increase the Use of Self-Service
Figure 26: Leveraging Real-Time PM to Reduce Customer Effort
Figure 27: Leveraging Real-Time PM to Enhance Reporting and Analytics
Figure 28: Leveraging Real-Time PM to Improve Customer Retention
Figure 29: Leveraging Real-Time Performance Management to Enhance Customer Engagement
Figure 30: Leveraging Real-Time Performance Management to Improve Cross-Departmental Coordination
Figure 31: Leveraging Real-Time PM to Enhance Staff Engagement
Figure 32: Leveraging Real-Time PM to Support a Culture Of Change
Figure 33: Annual Appraisal vs. Real-Time Performance Management
Figure 34: Balanced Scorecards
Figure 35: Dashboards, Reporting and Analytics
Figure 36: Gamification
Figure 37: Real-Time Sales Performance Management
Figure 38: Performance Management Market Projections, 2016 - 2020
Figure 39: Company Information
Figure 40: Product Information
Figure 41: Packaged Offerings
Figure 42: Real-Time Performance Management ROI
Figure 43: Top 5 Quantifiable Benefits From Real-Time Performance Management
Figure 44: Vendor Implementation Process
Figure 45: Implementation Best Practices
Figure 46: Training and Professional Services
Figure 47: Maintenance and Support
Figure 48: Pricing for a 250-Seat Premise-Based Real-Time Performance Management Implementation
Figure 49: Pricing for a 250-Seat Cloud-Based Real-Time Performance Management Implementation

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Real-time contact center performance management solutions provide managers with timely, accurate and actionable information about employee and departmental activities, enabling supervisors and managers to take immediate corrective action.

The ability to change course during a customer interaction can dramatically improve the customer experience and reduce operating costs, two of the primary goals for contact centers. And when these modifications are made throughout the day, they can make the difference between meeting and missing performance goals and service level agreements (SLAs).

Many contact center vendors offer solutions that produce a few metrics in real time, but true performance management solutions do much more. They access a wide range of data from disparate internal and external systems to generate the key performance indicators (KPIs) that managers need to have a complete view of what is happening in their department.

Real-time contact center performance management solutions harness this large volume of data and produce actionable snapshots of organizational and individual performance, identifying the right course of action as events are unfolding. This allows managers to address any inefficiencies that may occur due to unexpected changes in resources, volumes, talk times, system performance, inquiry types, training needs, etc., throughout the day.

Real-time contact center performance management applications can also help improve agent satisfaction and retention by providing balanced scorecards that assess agent effectiveness and productivity on a continuous basis. Historical and real-time performance management solutions collect data on agent performance and serve as a system of record, promoting a sense of fairness that motivates agents. The timely scorecards can be used to replace the much-dreaded annual performance review, which, at best, is generally ineffective and de-motivating for agents.

Despite their proven, quantifiable benefits, real-time contact center performance management solutions have not found traction in the market, as many corporate decision-makers mistakenly view them as glorified reporting tools. Companies should use these solutions to give them a strategic service and cost advantage, as their insights make it possible to alter outcomes, which is what customers and employees want. The new generation of real-time contact center performance management tools come with gamification modules, which provide an enjoyable way to track and motivate individual, team and departmental performance.

The 2016 Real-Time Contact Center Performance Management Market Report is a timely and detailed guide to this emerging IT sector. The Report examines the vendors, products, technology, trends, challenges, benefits, return on investment (ROI), competitive landscape, market projections, pricing and implementation best practices. Two real-time contact center vendors are covered in detail: Clearview and TouchPoint One. AgentBalance, a new competitor based in Prague, Czech Republic, is covered at a high level.

Report Highlights

  •  Real-time contact center performance management solutions provide significant benefits beyond merely reporting capabilities: Real-time performance management applications don’t just report on departmental activity; they give managers timely, accurate and actionable information. The solutions consolidate data from the numerous third-party operating systems and applications to give managers the insights and guidance they need to select the right course of action throughout the day. In doing so, they improve customer satisfaction, increase agent engagement and reduce operating costs.
  •  Real-time performance data empowers contact centers to meet their goals: Real-time performance management solutions provide information about departmental and individual employee performance as it is happening. The ability to address unexpected inefficiencies or other performance issues in-the-moment can have a profound impact on increasing productivity and achieving positive outcomes for all interactions in the contact center.
  •  Managers can use historical and real-time performance management to replace the generally ineffective annual performance appraisal process: Managers and agents share a dislike for the annual review process that is currently used in many organizations. The consolidated data contained in balanced scorecards is much more relevant and effective for performance reviews, as it is timely, comprehensive, and promotes a sense of fairness.
  •  The potential for real-time contact center performance management is great, despite the current challenges: Enterprises and vendors agree that real-time performance management solutions drive quantifiable improvements in agent productivity and quality while enhancing agent satisfaction and engagement and reducing operating costs. To increase adoption of these essential applications, the market must come up with a formula to make their benefits better understood by corporate decision-makers; the addition of gamification features to these solutions is a step in the right direction.
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