Escalating need for enhancing customer experience through customer-agent interaction is expected to significantly drive the global agent performance optimization market over the forecast period. The acumen gained with the help of customer-agent recordings enhance insights into customer behaviour, which may further drive the agent performance optimization market. Agent performance optimization caters to contact centers for agent-facing technologies. These contact center applications importantly seek to increase agent effectiveness, reduce workforce costs and improve service levels. The tools simplify manager’s job in forecasting agent requirements, planning schedules, measuring agent performance, analyzing results and recuperating outcomes.
Considerable technology changes, value enhancement and perception of organizations about agent performance optimization are anticipated to drive the agent performance optimization market. Gradual shift of workforce management from simple hardware systems to a highly sophisticated applications pertaining to quality assurance results delivering advanced solutions and enhancing customer experience is expected to positively impact market demand.
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Advancement in applications performing enhanced scheduling and recording may spur demand for agent performance optimization tools in the next few years. Additionally, novel applications gathering data from traditional systems in order to construct new productive forms of data analysis may fuel market demand. Enhanced tools facilitate coaching, performance management, dashboards, scorecard and targeted training delivery. Other prominent tools such as desktop screen analytics, speech analytics and simulation building tools for planning may further upsurge market demand in the near future.
Agent performance optimization may open new avenues and facilitate management in communicating value of contact center to other executive suite decision makers. This further aids co-ordination, planning and response to varying business conditions which may further drive the agent performance optimization market growth over the forecast period. Cost control and performance being of utmost importance to the cost centers, demand analytics involving web, data and speech processing coupled with event notification may further spur market demand.
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