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Performance
Management: Coming Of Age
Performance management is one of
the core applications that now comprise what has come be known as workforce
optimization. The others are
interaction recording, workforce management, eLearning and analytics.
Performance management is just now coming of age as a mature,
credible application that contributes significant value to well-run contact
centers. It all started in 1998
in Dublin, Ireland where international CRM and contact center experts Ray
and Cathal McGloin formed a company then known as Performix Technologies.
By 2002 to 2003, several other vendors entered the market and the
nexus for development and market adoption shifted to the United
States.
Fifteen vendors, mostly small,
share a market valued at $100 million but growing at 20% per year.
Some of these firms are doubling revenues annually.
This report discusses the business case and other factors that will
continue to drive sales growth. We
also explain significant obstacles that, if not overcome, will slow future
market expansion. Chapter One
tackles one of the most vexing issues facing the vendor community –
simply defining the space in terms relevant to the needs of end users.
The Chapter 2, the Executive Summary, lists ten specific
recommendations for growing vendor market share.
This report is the third in a
series that explores the demand and supply sides of what has come to be
known as Workforce Optimization (WFO) applications.
Previous reports examined interaction recording systems and workforce
management software. Readers
will find "2008 World Contact Center Performance
Management Systems Market" invaluable for crafting
marketing and business plans, spotting new growth opportunities,
reality-checking sales forecasts, and bringing new employees and channel
partners up-to-speed on this dynamic but highly complex market space.
Nobody studies the emerging contact center markets
more thoroughly or consistently than The PELORUS
Group. For two
decades, we’ve been a leader in identifying the salient trends upon which
the industry will pivot, providing a reliable source for accurate market
sizing, and bold, uncompromising opportunity assessment. “2008
World Contact Center Performance Management Systems Market” is
an exclusive report, the fifth of a series. Its insights and
analyses are the result of continuous hands-on research into the
ever-changing contact center landscape. The data you will find in its
pages can be found nowhere else – they are exclusive, as are the models
employed to map out and delineate market trends and potential over each of
the next five years. “2008
World Contact Center Performance Management Systems Market”
has been prepared with one goal in mind: To help players define and realize
their objectives.
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