Business Services Industry
The changing market for contact center agent performance tools. (Agent Optimization Tools).(Brief Article)
Customer Interface, February, 2002 by Fraser, Sarah
Companies are learning that people and processes are just as important as technology when implementing an enterprise-wide customer-focused strategy, according to recent research. Yankee Group says that this means growth in the market for contact center agent e-learning and optimization tools.
The overall agent performance solutions market should be worth more than US$650 million by 2005, according to Yankee Group. The research attributes market growth to the notion that knowledgeable, skilled agents will be more satisfied and more focused on profit and customer retention. "The integration of agent-focused applications over the past several years has significantly added to the contact center's ability to manage the `people' part of the implementation...
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