Research Overview
This Frost & Sullivan research service titled North American Agent Performance Optimization Markets provides a comprehensive assessment by outlining revenues and shipments in different market segments, key market drivers and restraints, market trends and competitive structure. In this research service, Frost & Sullivan's expert analysts thoroughly examine the following technologies: quality monitoring and workforce management software.
Market Sectors
Expert Frost & Sullivan analysts thoroughly examine the following market sector in this research:
By segment:
- Raw water treatment
- Process water treatment
- Effluent water treatment
Technologies
The following technologies are covered in this research:
- Quality monitoring (QM)
- Workforce management software (WFM)
Market Overview
Companies’ Increasing Awareness of the Importance of Customer Satisfaction Fuels the Need for Agent Performance Optimization Tools
Companies are looking for ways to improve their customer service programs to achieve optimum customer satisfaction, driving the implementation of voice of the customer (VOC) plans. Although many companies realize the importance of customer service, not all are aware that for any VOC plan to be in place, rigorous agent performance tools are essential. The gap between those that use agent performance optimization (APO) tools to fuel a better customer experience, and those that simply pay lip service to the idea has emerged as a competitive differentiator.
"The APO market is changing quickly into one that features integrated suites for contact center vendors," explains the analyst of this research service. "Vendors are focused on creating suites by combining a group of tools that will analyze piles of unstructured data generated by the contact center’s customer interactions, and generate up-to-date information for business managers." Bundling all agent-facing tools together under a single umbrella is forcing vendors to merge, partner, and integrate like never before.
APO Tools Gains Popularity with Other Business Segments as they Strive to Improve Agent Behavior
For the first time, businesses are using APO tools to turn raw contact center data into prescriptions for better agent behavior and customer service. Businesses are demanding that contact centers offer them interpretation of different kinds of data analysis of customer interactions instead of just reporting them. As a result, performance management and speech analytics tools, often as add-ons to existing quality monitoring (QM), are growing rapidly. This is attracting executives from all segments of end-user companies to purchase contact center software. Purchasing patterns have already changed to include IT management in decision-making, and to a lesser extent, financial and line-of-business managers.
The last two years have witnessed tremendous merger and acquisition (M&A) activity among APO vendors. "This enables vendors to plug the gaps in their suite as a prelude to offering unified APO solutions," says the analyst. Most vendors recognize the revenue potential of providing integrated tools that connect the contact center with the enterprise management. This will allow a center to correlate the impact of training, recruitment, coaching, forecasting, scheduling all into a big picture of agent performance. These holistic views are the best ways to refine agent hiring, training model, and increasing the tenure of the best agents.
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