Workforce Optimization Featured Article

Contact Center Performance Management Market Continues Momentum Continues in '08

 
March 05, 2008


By Stefania Viscusi,
Assignment Desk Editor
 

The contact center performance management (CCPM) market, which saw steady growth in 2007 despite still being in its early stages, will continue on with its momentum, according to research firm DMG Consulting.
 
DMG Consulting's latest report, the "2008 Contact Center Performance Management Market Report," shows a 50 percent growth rate for the CCPM market in 2008.
 
This growth follows a 79 percent growth reached in 2007, and is fueled by the increasing value placed on contact center performance management and its benefits. Specifically, contact centers are becoming "more aware of its purpose, value proposition, enterprise-wide benefits and the 6 to 9 month ROI."
 
Also, as competition among Workforce Optimization and stand-alone CCPM vendors continues to escalate, it is helping to improve offerings and market innovation in areas like agent coaching, rewards and recognition, performance appraisal management, and first call resolution.

"Contact center performance management is an important analytical tool that can deliver 'actionable' results that help enterprises enhance the customer experience, increase sales, and improve productivity," said Donna Fluss, president and founder of DMG Consulting.
 
"Contact centers that use CCPM on a consistent basis have improved agent and contact center performance and reduced operating expenses. Many of the early adopters consider CCPM a 'must have' for building a culture of continuous improvement and service
excellence."



Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.
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