DUBLIN--(BUSINESS WIRE)--Research and Markets (http://www.researchandmarkets.com/research/hqvxjf/enterprise) has announced the addition of the "Enterprise Priorities in Europe 2014" report to their offering.
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.
Using a Web-based survey methodology during February 2014, the publisher surveyed contact center/customer care decision makers who were working in businesses located in Europe and who were involved in evaluating, specifying, recommending, or approving the purchase of contact center products or services.
Key Topics Covered:
1. Research Background, Objectives, and Methodology
2. Executive Summary
3. Prevalence of Systems and Applications
4. Number of Agent Performance Optimization Vendors Sourced
5. Integration of Agent Performance Optimization Applications
6. Primary Use Cases for Agent Performance Optimization Applications
7. Restraints to Leveraging Customer Insights
For more information visit http://www.researchandmarkets.com/research/hqvxjf/enterprise