VPI, a well established vendor in the workforce optimization (WFO) space, was recently rated as a Hot vendor in the Ventana Research Agent Performance Management 2012 Value Index, which extends the traditional definition of WFO to include multichannel interaction capture, agent-related analytics, and agent compensation management. VPI’s Hot rating is a tribute to the functionality and architecture of its suite, even though it doesn’t include a WFM product (instead, workforce management is...
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Topics:
Customer Analytics,
Customer Experience,
Speech Analytics,
Voice of the Customer,
VPI,
Knowlagent,
Nexxphase,
Analytics,
Business Analytics,
Cloud Computing,
Customer & Contact Center,
Customer Service,
Call Center,
Contact Center,
Contact Center Analytics,
CRM,
Desktop Analytics,
Text Analytics,
Pipkins,
Workforce Force Optimization
Knowlagent has carved out a unique position in the agent performance management market. Everyone involved in running a contact center knows how difficult it is to manage agent time so that agents are available within service level agreement specifications to answer inbound customer calls, have sufficient time to carry out other essential tasks such as breaks, training, coaching and making outbound calls, but not burn themselves out. Our research into agent performance management shows that many...
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Topics:
Customer Analytics,
Customer Experience,
Voice of the Customer,
Knowlagent,
Analytics,
Customer & Contact Center,
Customer Service,
Call Center,
Contact Center,
Contact Center Analytics,
CRM,
Workforce Force Optimization
My research into customer experience management shows that companies are increasingly aware that the customer experience has a profound impact on business success. In almost equal numbers, participants said it determines the loyalty of customers (21%), the propensity of customers to recommend the company to others (21%), the amount of additional purchases they make (19%) and their general level of satisfaction (19%). Furthermore, companies also realize that good experiences save money, because...
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Topics:
Predictive Analytics,
Customer Analytics,
Customer Data Management,
Customer Experience,
Customer Feedback Management,
Social CRM,
Speech Analytics,
Voice of the Customer,
Analytics,
Cloud Computing,
Customer & Contact Center,
Customer Service,
Call Center,
Contact Center,
Contact Center Analytics,
CRM,
Desktop Analytics,
Text Analytics,
Unified Communications,
Vendor(s),
Workforce Force Optimization
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.
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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
