ISG Software Research Analyst Perspectives

Agents Performance Management is Hot for Successful Customer Interactions

Posted by ISG Research on 16 July 2012

Our benchmark research into agent performance management shows that the majority of companies are not very mature in their use of people, processes, information and technology in handling customer interactions. Companies are most mature is their use of information, but even in this area they are hampered by their failure to use the latest technologies available to support their efforts. To help... Read More

Topics: Predictive Analytics, Sales Performance, Social Media, Customer Analytics, NICE Systems, Speech Analytics, Voice of the Customer, VPI, Call Copy, Enkata, Envision, Genesys, KnopahSoft, LiveOps, Operational Performance, Analytics, Business Analytics, Business Performance, Cloud Computing, Customer & Contact Center, Workforce Performance, Call Center, coaching, Compensation, Contact Center, Contact Center Analytics, Desktop Analytics, Text Analytics, OnviSource, Training, Verint, Workforce Force Optimization

New Customer and Contact Center Technology at Call Centre Expo

Posted by ISG Research on 15 October 2011

I have spent the last two days at the U.K.’s largest contact center trade show, which this year moved to London Olympia from the NEC in Birmingham. While the overall number of visitors seemed to be down, some exhibitors told me there were more high-level attendees with serious intent to purchase. At the show I detected three major themes: support for managing multichannel (including social media)... Read More

Topics: Predictive Analytics, SAP, Social Media, Customer Analytics, Customer Data Management, Customer Experience, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Call Copy, Enghouse interactive, Enkata, Genesys, NewVoicemedia, Nexidia, ShoreTel, Operational Performance, Analytics, Business Mobility, Cloud Computing, Customer & Contact Center, Customer Service, Workforce Performance, Call Center, Cisco, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Interactive Intelligence, Text Analytics, Unified Communications, Workforce Management, and Verint, cTalk Ltd, Noble Systems, Digital Technology

CallCopy Continues To Refine Agent Performance Management

Posted by ISG Research on 29 July 2011

About a year ago I wrote that CallCopy had emerged as a major vendor of agent performance management (APM) software. Ventana Research has updated its definition of APM to mean the people, processes, information and systems involved in effectively managing the entire workforce that handles customer interactions, and this includes interaction recording, quality monitoring, workforce management,... Read More

Topics: Predictive Analytics, Customer Analytics, Customer Data Management, Customer Experience, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Call Copy, Operational Performance, Analytics, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Unified Communications, Workforce Management

CallCopy Emerges as a Player in Agent Performance Management

Posted by ISG Research on 27 November 2010

Last year I carried out research to discover how companies manage their workforces in handling customer interactions; I investigated their best practices, technologies being used and priorities for the future. The findings led me to define agent performance management (APM) as an extension of what other observers call workforce optimization; APM includes call routing, call recording, quality... Read More

Topics: Call Copy, Operational Performance, Analytics, Call Center