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市場調查報告書

即時客服中心效能管理市場調查 2016年

2016 Real-Time Contact Center Performance Management Market Report

出版商 DMG Consulting LLC 商品編碼 359396
出版日期 內容資訊 英文
商品交期: 最快1-2個工作天內
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即時客服中心效能管理市場調查 2016年 2016 Real-Time Contact Center Performance Management Market Report
出版日期: 2016年06月08日 內容資訊: 英文
簡介

本報告以即時客服中心效能管理市場為主題,提供供應商,產品,技術,趨勢,課題,優點,投資回報率 (ROI) 、競爭情形,費用及實行的最佳業務實踐相關的詳細分析。

第1章 摘要整理

第2章 簡介

第3章 DMG Consulting的調查手法

第4章 即時效能管理是什麼?

  • 即時 vs. 到目前為止的效能管理
  • 即時KPI

第5章 高標準功能的摘要

  • 管理

第6章 高標準功能的摘要

  • 安全
  • 整合功能
  • 工作流程

第7章 適合即時效能管理解決方案的服務提供模式

  • DMG服務提供定義
  • 供應商的服務提供選擇

第8章 即時效能管理趨勢、課題

  • 即時客服中心效能管理趨勢
  • 即時客服中心效能管理的課題

第9章 即時客服中心效能管理市場創新

  • 新產品的特長
  • 未來的擴張

第10章 服務革命

  • 企業和客戶之間的絕滅
  • 客戶尋求的東西
  • 客戶中心的KPI
  • 即時客服中心效能管理如何幫助企業應對客戶需求

第11章 提供企業的主要服務目標的即時效能管理

  • 提供出色的客戶體驗
  • 生產率的改善
  • 服務成本的削減
  • 自助服務利用的擴大
  • 客戶努力的縮小
  • 匯報、分析的強化
  • 客戶保持的提高
  • 客戶參與的提高
  • 跨部門調整的改善
  • 員工參與度的改善
  • 支援即時客服中心效能管理的有效利用變化的文化

第12章 一次不足夠:即時效能管理的年度效能評估的替換

  • 新的職場/勞工的範例
  • 變化時:效能評估流程的轉換

第13章 提供即時效能管理馬上實施可能的考察

  • 平衡計分卡 (BSC)
  • 儀表板、匯報、分析

第14章 遊戲化的自主式效能管理

第15章 銷售效能管理的最後損益

第16章 效能管理市場預測

第17章 即時客服中心效能管理的競爭情形

  • 主要的即時客服中心效能管理供應商

第18章 即時效能管理供應商、解決方案

  • 企業概要
  • 供應商的服務、產品
  • 封裝即時效能管理服務

第19章 即時效能管理的優點、ROI

  • ROI分析
  • 優點

第20章 實行分析

  • 實行流程
  • 實行的最佳業務實踐
  • 訓練、專門服務
  • 維修、支援

第21章 費用

  • 內建式費用
  • 雲端型費用
  • 管理服務費用

第22章 企業報告

  • AgentBalance
  • Clearview
  • TouchPoint One, LLC

附錄:即時客服中心效能管理供應商的名錄

圖表

目錄

This is DMG Consulting's 8th industry report on contact center performance management, and the first to concentrate exclusively on the real-time features of these valuable solutions. The Real-Time Contact Center Performance Management Report is intended to help enterprise, contact center and IT professionals understand all aspects of real-time contact center performance management. 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.

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.


Key Elements of This Report:

  • 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 key performance indicators (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 vendors
  • Analysis of the return on investment (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

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.

SAMPLE FIGURE

Table of Contents

1. Executive Summary

2. Introduction

3. DMG Consulting 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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