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市場調查報告書

歐洲企業的優先事項:代理業務最適化

Enterprise Priorities in Europe: Agent Performance Optimization

出版商 Frost & Sullivan 商品編碼 306884
出版日期 內容資訊 英文 49 Pages
商品交期: 最快1-2個工作天內
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歐洲企業的優先事項:代理業務最適化 Enterprise Priorities in Europe: Agent Performance Optimization
出版日期: 2014年06月23日 內容資訊: 英文 49 Pages
簡介

品質監視和人力資源及效能的管理系統,歐洲最廣為引進、利用的代理業務最適化(APO)解決方案。再加上大客服中心比中小規模中心導入更多的APO應用,尤其是在最尖端分析工具和最新應用中拉開差距。從APO應用利用最多的品質、訓練、效能管理目的,到達成客戶更深的分析,及流程改善策略的特定,行銷宣傳活動的效率性提高等廣泛方面。

本報告提供歐洲的客服中心的解決方案現況及今後趨勢相關研究。

第1章 背景調查、目的、調查手法

  • 背景調查和目的
  • 調查手法
  • 企業統計的詳細內容

第2章 摘要整理

第3章 系統和應用的普及度

  • 現在 vs. 今後的系統及應用的普及度
  • 目前系統及應用的普及度(各國)
  • 目前系統及應用的普及度(各客服中心規模)
  • 目前系統及應用的普及度(各產業)
  • 今後系統及應用的普及度(各國)
  • 今後系統及應用的普及度(各客服中心規模)
  • 今後系統及應用的普及度(各產業)

第4章 外包的代理業務最適化供應商數

  • 現在及今後外包的APO供應商數

第5章 代理業務最適化應用的整合

  • 現在及今後的APO應用的整合
  • 多通道應用和APO應用的目前整合
  • 多通道應用和APO應用的今後整合

第6章 代理業務最適化應用的主要使用案例

  • APO應用的使用案例(各國)
  • APO應用的使用案例(各客服中心規模)
  • APO應用的使用案例(各產業)
  • 在其他部門的APO工具的有效利用

第7章 有效利用客戶分析的抑制因素

  • 有效利用客戶分析的抑制因素(各國)
  • 有效利用客戶分析的抑制因素(各客服中心規模)
  • 有效利用客戶分析的抑制因素(各產業)
  • 法律上的免責聲明

第8章 附屬資料

第9章 關於Frost&Sullivan

目錄
Product Code: M991-01-00-00-00

Agent Performance Optimization

The main objective of this research service was to investigate the current use and future adaptation of agent performance optimization (APO) solutions in European contact centers. Quality monitoring and workforce and performance management systems are the most widely deployed and used APO applications in Europe. Furthermore, large contact centers have deployed more APO applications than small and medium centers, with particularly high gaps in advanced analytical tools and newer applications. The primary uses of APO applications have diversified from quality, training, and performance management purposes to achieving deeper customer insights, identifying process improvements, and improving the effectiveness of marketing campaigns.

Table of Contents

1. RESEARCH BACKGROUND, OBJECTIVES, AND METHODOLOGY

Research Background, Objectives, and Methodology

  • 1. Research Background and Objectives
  • 2. Methodology
  • 3. Methodology (continued)
  • 4. Overall Firmagraphic Details

2. EXECUTIVE SUMMARY

Executive Summary

  • 1. Executive Summary

3. PREVALENCE OF SYSTEMS AND APPLICATIONS

Prevalence of Systems and Applications

  • 1. Current Versus Future Prevalence of Systems/Applications
  • 2. Current Prevalence of Systems/Applications by Country
  • 3. Current Prevalence of Systems/Applications by Country (continued)
  • 4. Current Prevalence of Systems/Applications by Contact Center Size
  • 5. Current Prevalence of Systems/Applications by Industry
  • 6. Future Prevalence of Systems/Applications by Country
  • 7. Future Prevalence of Systems/Applications by Country (continued)
  • 8. Future Prevalence of Systems/Applications by Contact Center Size
  • 9. Future Prevalence of Systems/Applications by Industry

4. NUMBER OF AGENT PERFORMANCE OPTIMIZATION VENDORS SOURCED

Number of Agent Performance Optimization Vendors Sourced

  • 1. Current and Future Number of APO Vendors Sourced
  • 2. Current and Future Number of APO Vendors Sourced (continued)

5. INTEGRATION OF AGENT PERFORMANCE OPTIMIZATION APPLICATIONS

Integration of Agent Performance Optimization Applications

  • 1. Current and Future Integration of APO Applications
  • 2. Current Integration of APO Applications with Multichannel Applications
  • 3. Future Integration of APO Applications with Multichannel Applications

6. PRIMARY USE CASES FOR AGENT PERFORMANCE OPTIMIZATION APPLICATIONS

Primary Use Cases for Agent Performance Optimization Applications

  • 1. Use Cases for APO Applications by Country
  • 2. Use Cases for APO Applications by Contact Center Size
  • 3. Use Cases for APO Applications by Industry
  • 4. Leveraging APO Tools in Other Departments

7. RESTRAINTS TO LEVERAGING CUSTOMER INSIGHTS

Restraints to Leveraging Customer Insights

  • 1. Restraints to Leveraging Customer Insights by Country
  • 2. Restraints to Leveraging Customer Insights by Contact Center Size
  • 3. Restraints to Leveraging Customer Insights by Industry
  • 4. Legal Disclaimer

8. APPENDIX

Appendix

  • 1. Business Functions
  • 2. Languages Supported

9. THE FROST & SULLIVAN STORY

The Frost & Sullivan Story

  • 1. The Frost & Sullivan Story
  • 2. Value Proposition: Future of Your Company & Career
  • 3. Global Perspective
  • 4. Industry Convergence
  • 5. 360° Research Perspective
  • 6. Implementation Excellence
  • 7. Our Blue Ocean Strategy
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