Performance Metrics Market Report
The role of Analytics for contact centre operations is set to become an important industry trend. Research has proven that organisations that are considered more mature with respect to their service strategy are more likely to have implemented an Analytics strategy as part of their service operation. The Performance Metrics Market Report provides are extensive analysis about the strategies, policies, processes and tools organisations are currently using, and plan to implement with regards to Performance Metrics. It covers contact centres, branch and back office operations, across telephone, online, face-to-face and email service channels.
Why I should purchase this report?
This report has been designed as a guide to support business decisions related to Performance Metrics. It combines information on current and emerging industry practices, with insightful analyst commentary and recommendations on best practice modelling.
Who should read this report?
This report should be read by all Team Leaders, Managers, Quality Control Professionals, Service Managers, Outsourcers or those involved in the measurement of efficiency in the contact centre.
What topics are covered in the reports?
The topics covered in the report include:
- Analytics market sizing
- Analytics vendor market shares
- Analytics market forecast
- Analytics systems implemented
- Operational performance measures utilised
- Industry standards and benchmarks for key performance metrics
- Integration of performance metrics within strategic planning
- Use of Service operational performance metrics across Marketing, Finance, HR and IT business units
What is the research methodology?
Responses were gathered online from contact centre Managers in organisations with more than 5 workstations or seats.
Findings are detailed across all key industry sectors, including Government and are analysed by contact centre size and region.
What regions does the report cover?
The Performance Metrics Market report covers: Australia and New Zealand.
How do I purchase the report?
The Performance Metrics Market Report is available by individual purchase or as a bundled subscription.
Order the report online here.