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

Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers whitepapers, case studies and other documents which are free to registered users. Today’s featured white paper is IP Enabled Contact Centres , brought to you by Avaya (News - Alert).

Featured Videos

AAA -- NICE Workforce Management
Carlson Wagonlit Travel -- NICE Workforce Management and NICE Performance Management
SunTrust Bank -- NICE Workforce Management and NICE Performance Management

Featured Resources

The Real-Time Engagement Center

eBook: The Real-Time Engagement Center - Improve your reactions. Work faster, smarter and safer in every customer engagement. Download this eBook to learn how.

Forrester Interviewr

Forrester Video Interview – Why Real Time? - Ian Jacobs from Forrester discusses the benefits of powering contact centers with 100% real-time. A 5-min. video packed with insights.

NICE Engage Platform

NICE Engage Platform - Watch this short video to learn more about NICE Engage Platform

Webinar Series

Webinar Series - Join us this series of Webinars to learn how you can Improve your Reactions.

NICE Engage Platform

Infographic: The top 10 reasons to choose NICE Engage Platform Discover the key facts and highlights.