Richard Snow's Analyst Perspectives

Agents Performance Management is Hot for Successful Customer Interactions

Posted by Richard Snow on Jul 16, 2012 12:23:44 PM

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: Business Analytics, Business Performance Management (BPM), Call Center, Cloud Computing, coaching, Contact Center, Contact Center Analytics, Customer Analytics, Customer Performance Management (CPM), Desktop Analytics, Enkata, Envision, Genesys, KnopahSoft, LiveOps, NICE Systems, OnviSource, Operational Performance Management (OPM), Predictive Analytics, Sales Performance Management (SPM), Social Media, Speech Analytics, Text Analytics, Training, Verint, Voice of the Customer, VPI, Workforce Force Optimization, Workforce Performance Management (WPM), Analytics, Call Copy, Compensation

Envision Closes Quality Monitoring Loop

Posted by Richard Snow on Aug 17, 2011 8:33:56 AM

Envision is an established provider of workforce optimization (WFO) products and last year was rated a “Hot” vendor in the Ventana Research Value Index for Agent Performance Management (APM). Its suite of products includes recording, quality monitoring, workforce management, coaching, e-learning, performance management and speech analytics. The WFO market is now quite competitive, and along with other vendors, Envision recently announced some product improvements. As well as a number of technical improvements – such as support for more Microsoft products, performance and scalability – the main improvements center on quality monitoring and training of contact center agents. 

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Topics: Business Mobility, Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Data Management, Customer Feedback Management, Customer Performance Management (CPM), Customer Service, Desktop Analytics, Envision, Operational Performance Management (OPM), Predictive Analytics, Social CRM, Social Media, Speech Analytics, Text Analytics, Unified Communications, Voice of the Customer, Workforce Management, Customer Experience, Analytics