Ventana Research Analyst Perspectives

Agents Performance Management is Hot for Successful Customer Interactions

Posted by Richard Snow on Jul 16, 2012 12:23:42 PM

Our benchmark research into agent performance management shows that the majority of companies are not very mature in their use of people, processes, information and technology in handling customer interactions. Companies are most mature is their use of information, but even in this area they are hampered by their failure to use the latest technologies available to support their efforts.

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Topics: Business Analytics, Business Performance, Call Center, Cloud Computing, coaching, Contact Center, Contact Center Analytics, Customer Analytics, Customer & Contact Center, Desktop Analytics, Enkata, Envision, Genesys, KnopahSoft, LiveOps, NICE Systems, OnviSource, Operational Performance, Predictive Analytics, Sales Performance, Social Media, Speech Analytics, Text Analytics, Training, Verint, Voice of the Customer, VPI, Workforce Force Optimization, Workforce Performance, Analytics, Call Copy, Compensation

New Customer and Contact Center Technology at Call Centre Expo

Posted by Richard Snow on Oct 15, 2011 3:33:21 AM

I have spent the last two days at the U.K.’s largest contact center trade show, which this year moved to London Olympia from the NEC in Birmingham. While the overall number of visitors seemed to be down, some exhibitors told me there were more high-level attendees with serious intent to purchase.

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Topics: and Verint, Business Mobility, Call Center, Cisco, Cloud Computing, Contact Center, Contact Center Analytics, CRM, cTalk Ltd, Customer Analytics, Customer & Contact Center, Customer Data Management, Customer Feedback Management, Customer Service, Desktop Analytics, Enghouse interactive, Enkata, Genesys, Interactive Intelligence, NewVoicemedia, Nexidia, Noble Systems, Operational Performance, Predictive Analytics, SAP, ShoreTel, Social CRM, Social Media, Speech Analytics, Text Analytics, Unified Communications, Voice of the Customer, Workforce Management, Workforce Performance, Customer Experience, Analytics, digital technology, Call Copy

CallCopy Continues To Refine Agent Performance Management

Posted by Richard Snow on Jul 29, 2011 11:16:07 AM

About a year ago I wrote that CallCopy had emerged as a major vendor of agent performance management (APM) software. Ventana Research has updated its definition of APM to mean the people, processes, information and systems involved in effectively managing the entire workforce that handles customer interactions, and this includes interaction recording, quality monitoring, workforce management, training, coaching, incentive management , agent-related analytics and performance management. Our revised definition recognizes that companies now have to manage more channels of communication and that more people, including home workers, are engaged in handling interactions. 

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Topics: Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer & Contact Center, Customer Data Management, Customer Feedback Management, Customer Service, Desktop Analytics, Operational Performance, Predictive Analytics, Social CRM, Speech Analytics, Text Analytics, Unified Communications, Voice of the Customer, Workforce Management, Customer Experience, Analytics, Call Copy

CallCopy Emerges as a Player in Agent Performance Management

Posted by Richard Snow on Nov 27, 2010 5:27:51 PM

Last year I carried out research to discover how companies manage their workforces in handling customer interactions; I investigated their best practices, technologies being used and priorities for the future. The findings led me to define agent performance management (APM) as an extension of what other observers call workforce optimization; APM includes call routing, call recording, quality monitoring, workforce management, training and coaching, agent compensation management and agent-focused analytics. The results showed that many companies want to expand their call-recording capabilities to include all calls, that optimizing the utilization of agents is high on their agenda and that they want to take advantage of new technologies such as analytics for the agent’s desktop, speech and text to get a fuller picture of agent performance.

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Topics: Call Center, Call Copy, Operational Performance, Analytics