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The CRM Playbook For 2017

Transform Customer Processes And Systems To Improve Experiences

The age of the customer means that a focus on the customer now matters more than any other strategic imperative. Forrester's CRM playbook outlines four steps that application development and...

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  • For Application Development & Delivery Professionals

    Report

    Report Refine The Source Of Truth In Your Contact Center To Drive Better Performance

    Performance Management: The Contact Centers For Customer Service Playbook
    November 18, 2016 | Art Schoeller

    To quote Yogi Berra, "If you don't know where you are going, you'll end up someplace else." Contact centers aren't lacking in performance data, especially now that many capture extensive customer...

  • For Application Development & Delivery Professionals

    Report

    Report The Forrester Wave™: Workforce Optimization Suites, Q3 2016

    The Nine WFO Providers That Matter Most And How They Stack Up
    August 31, 2016 | Ian Jacobs

    In our 39-criteria evaluation of workforce optimization (WFO) suite providers, we identified the nine most significant vendors — Aspect Software, Calabrio, Genesys, inContact, Interactive...

  • For Application Development & Delivery Professionals

    Report

    Report Vendors Battle For The Heart Of The Contact Center

    Landscape: The Contact Centers For Customer Service Playbook
    June 14, 2016 | Kate Leggett, Art Schoeller

    The heart of the contact center is comprised of a set of complex, unintegrated technologies, which firms must leverage to deliver quality service. But application development and delivery (AD&D)...

  • For Application Development & Delivery Professionals

    Report

    Report How To Measure And Improve The Contact Center Agent Experience

    April 16, 2015 | Ian Jacobs

    Contact center agents can have a huge impact on customer experience. Unhappy contact center agents equal unhappy customers. It's that simple. What is less straightforward is how application...

  • For Application Development & Delivery Professionals

    Report

    Report Brief: Real-Time Speech Analytics — Still More Sizzle Than Steak

    February 6, 2015 | Ian Jacobs

    Most customer service organizations record phone interactions with their customers. If they get around to analyzing those recordings, whatever they find can't change the outcome of those calls...

  • For Application Development & Delivery Professionals

    Report

    Report Market Overview: Workforce Optimization Solutions

    10 Solutions For Managing And Optimizing Contact Center Resources
    November 24, 2014 | Ian Jacobs, Art Schoeller

    Despite the rise of self-service and peer-to-peer channels, consumers still choose to interact with contact center agents. Those interactions then have a significant impact on overall customer...

  • For Application Development & Delivery Professionals

    Report

    Report TechRadar™ For AD&D Pros: Contact Center Solutions For Customer Service, Q2 2013

    April 17, 2013 | Kate Leggett, Art Schoeller

    Locking in customer loyalty via deeper engagement and differentiated experiences will continue to be critical priorities for organizations in all sectors in the decade ahead. But navigating the...

  • For Application Development & Delivery Professionals

    Report

    Report Contact Center Purchase Plans 2011

    Despite Budget Pressures, Infrastructure And Operations Professionals Are Driving A Wide Array Of Contact Center Upgrades
    October 27, 2011 | Art Schoeller

    The uncertain world economic outlook makes firms reluctant to hire new workers. Thus, it's no surprise that infrastructure and operations (I&O) pros are keen to invest in contact center upgrades to...

  • For Application Development & Delivery Professionals

    Report

    Report TechRadar™ For Business Process Professionals: Contact Center Solutions, Q3 2011

    August 29, 2011 | Kate Leggett, Art Schoeller

    Navigating the complex contact center solution landscape continues to be challenging, particularly in light of the rapid rise of social computing, mobility, and voice of the customer initiatives...

  • For Application Development & Delivery Professionals

    Report

    Report TechRadar™ For Infrastructure And Operations Professionals: Contact Center Solutions, Q3 2011

    August 29, 2011 | Kate Leggett, Art Schoeller

    Navigating the complex contact center solution landscape continues to be challenging, particularly in light of the rapid rise of social computing, mobility, and voice of the customer initiatives...

  • For Infrastructure & Operations Professionals

    Report

    Report Contact Center Purchase Plans 2010

    Use The Economic Recovery To Reinitiate Buying
    May 14, 2010 | Elizabeth Herrell

    Contact center investments will grow significantly in 2010, with 58% of companies indicating plans for a major software upgrade as contact center decision-makers plan improvements for their...

  • For Infrastructure & Operations Professionals

    Report

    Report Improving Contact Center Performance

    Workforce Optimization Suites Reduce Operational Complexity
    November 16, 2007 | Elizabeth Herrell

    Contact center managers are dealing with more challenges today than ever before — managing a multichannel contact center, coordinating a distributed workforce across several sites, supporting...

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