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SUMMARY
Performance management is a niche, but critical sector of contact center
applications. This market insight discusses the key elements and critical
success factors for performance management solutions. It also provides an
overview of the vendor marketplace and the products offered in this market.
TABLE OF CONTENTS
1 CONTACT CENTER PERFORMANCE MANAGEMENT
Introduction
Business Benefits
- Benefits of Performance Management
- Avenues for Performance Improvements
Critical Success Factors
- Critical Success Factors: Essential Elements
- Critical Success Factors: Enhanced Value-Adds
Key Market Participants
- Vendor Approaches to Performance Management
- Competitive Positioning of Vendors
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