Performance Optimisation Technologies will fuel next wave of Contact Centre Growth
Thursday, August 21, 2003
Performance Optimisation Technologies will fuel next wave of Contact Centre
Growth
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According to a new report from analyst firm, Saddletree Research,
performance optimisation technologies will be a key driver of profitability and
growth in the contact centre industry over the next five years. As a result,
says the report, it represents the most significant technology growth
opportunity since the failure of the dotcom boom and the implosion of the
worldwide telecommunications markets.
Paul Stockford, founder and Chief
Analyst at Saddletree Research, says the long-term strength of employee
optimisation lies in its pragmatism: “Rather than add yet another new technology
to contact centre operations, performance optimisation software takes the
technologies and human resources already in place and makes them perform at
optimal levels.” Saddletree estimates that the US market for performance
optimisation technologies will experience a compound annual growth rate (CAGR)
of 60.8% over the next five years, taking the value of the market to US$228
million by 2007. Cathal McGloin, President and CEO of Performix Technologies -
named by Saddletree as the performance optimisation market’s pioneer and
de-facto leader - expects to see that growth mirrored in Europe, with a market
value of $70 million by 2007.
“Performance optimisation succeeds by
driving change. The business intelligence and analytics technologies of the past
told companies how their call centres were performing but not what to do about
it. Performance optimisation goes a step further by linking information to
individual and business wide performance objectives, then using it to fuel
employee appraisals, incentivisations and personal development programs. If,
facing a harsh economic climate and low-cost competition from offshore, the
challenge for today’s contact centres is to reduce costs while improving service
to the customer, then performance management technologies will continue thrive.”
