What is contact center performance management?
Performance management is an effective method for collecting, consolidating and reporting large volumes of data from many systems and sources. Enterprise finance departments have used performance management applications for years to provide senior management with critical data required for decision making. It’s a perfect fit for contact centers that have many automated and manual data sources, a number of which collect data from one application and use it in another. However, the lack of consensus on the definition and purpose of these applications has created a major adoption issue. DMG Consulting recently interviewed six of the leading vendors in the market — and each one had a different definition for this application. The disparity between vendors’ and users’ definitions of contact center performance management makes it difficult to convey its value proposition and benefits. (Sure, various offerings have different functional capabilities, as they should, but for this market to gai
