1.     Executive Summary
2.     Introduction
3.     DMG Consulting Research Methodology
        3.1     Report Participation Criteria
1.     Executive Summary
2.     Introduction
3.     Survey Demographics
4.     2011 Enterprise, Contact Center and IT Goals
        4.1     Comparison of Enterprise, Contact Center and IT Goals
5.     What is Contact Center Performance Management?
        5.1     Vendor Definition of Contact Center Performance Management
        5.2     CCPM Technological and Functional Building Blocks
6.     The Contact Center Performance Management Process
        6.1     How Contact Centers Conduct Performance Management
        6.2     Real-Time and Historical CCPM
        6.3     How Contact Centers Use Performance Management
        6.4     Performance Management and KPIs
        6.5     Scorecards and Dashboards
        6.6     CCPM Data Feeds
        6.7     Benefits of CCPM
        6.8     Pay-for-Performance
7.     Contact Center’s Role in Enterprise Performance Management
8.     Competitive Landscape
        8.1     Vendor Synopsis
9.     The Future of CCPM
Appendix: CCPM Vendor Directory

Table of Figures

Figure 1:        Enterprise Goals and Priorities
Figure 2:        What are your top contact center goals for 2011?
Figure 3:        Comparison of Contact Center, Enterprise and IT Goals for 2011
Figure 4:        What are your top enterprise goals for 2011?
Figure 5:        What are your top IT goals for 2011?
Figure 6.1:     Enterprise, Contact Center and IT Goals
Figure 6.2:     Enterprise, Contact Center and IT Goals
Figure 7:        What is CCPM?
Figure 8:        Contact Center Performance Management Common Building Blocks
Figure 9.1:     CCPM Technological and Functional Building Blocks
Figure 9.2:     CCPM Technological and Functional Building Blocks
Figure 10:      Which systems would you like to feed into your contact center
                      performance management application?
Figure 11:      The CCPM Process – How it Works
Figure 12:      How do you do performance management in your contact center?
Figure 13:      Do you do real-time or historical performance management?
Figure 14:      What activities do you monitor in real time?
Figure 15.1:   Real-Time CCPM
Figure 15.2:   Real-Time CCPM
Figure 16:      Contact Center Performance Management Defined
Figure 17:      What is contact center performance management feedback used for?
Figure 18.1:   How Contact Centers Use Performance Management
Figure 18.2:   How Contact Centers Use Performance Management
Figure 19:      What key performance indicators (KPIs) do you measure to help you
                      improve the performance of your contact center?
Figure 20.1:   Performance Management and KPIs
Figure 20.2:   Performance Management and KPIs
Figure 21:      For which entities does your performance management system generate
                      scorecards?
Figure 22.1:   Scorecards and Dashboards
Figure 22.2:   Scorecards and Dashboards
Figure 23:      How does your contact center performance management application feed
                      into your human resources staff performance appraisal process?
Figure 24:      What are the key benefits realized from using contact center performance
                      management?
Figure 25:      Contact Center Performance Management Benefits
Figure 26.1:   Benefits of CCPM
Figure 26.2:   Benefits of CCPM
Figure 27:      Do you use pay-for-performance to incent your agents?
Figure 28.1:   Pay-for-Performance
Figure 28.2:   Pay-for-Performance
Figure 29:      Does your organization have a corporate/enterprise performance
                      management system that is used by executive managers outside
                      of the contact center?
Figure 30:      Does your corporate/enterprise performance management system include
                      contact center KPIs?
Figure 31:      How are the KPIs fed into the corporate/enterprise performance
                      management application?
Figure 32.1:   Contact Center’s Role in Enterprise Performance Management
Figure 32.2:   Contact Center’s Role in Enterprise Performance Management
Figure 33:      Contact Center Performance Management Competitive Landscape
Figure 34:      From whom would you like to acquire contact center performance
                      management capabilities?
Figure 35:      What functional modules would you like to be part of your performance
                      management application?
Figure 36.1:   Future of CCPM
Figure 36.2:   Future of CCPM
Figure 37:      What change management approach is used by your contact center?

Order Information
To order a copy of the Contact Center Performance Management Benchmark Study and Market Report contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. You may also purchase the report online.