Ventana Research Analyst Perspectives

Agent Performance Management Changes With the Times

Posted by Keith Dawson on Sep 20, 2022 3:00:00 AM

Today’s contact centers need to revisit core assumptions around measuring agent performance. Changes in business conditions influencing agent engagement raise new questions about whether traditional performance models are sufficient to address the more complex customer needs that have taken center stage in recent years.

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Topics: Customer Experience, Voice of the Customer, Contact Center, agent management, Customer Experience Management, Field Service, customer service and support

Why Outbound Is a Smart Channel for Customer Communication

Posted by Keith Dawson on Sep 13, 2022 3:00:00 AM

Outbound communication is used in a number of different contexts. For potential customers, traditional telemarketing still exists, though it is limited these days due to its minimal effectiveness. Instead, many customer-experience planners have substituted digital outbound over voice for lead generation and nurturing campaigns. Customers find text messages in the channel of their choice to be much less intrusive, and they are considerably less expensive than having contact center agents reach out.

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Topics: Customer Experience, Voice of the Customer, Contact Center, agent management, Customer Experience Management, Field Service, customer service and support

Zoho One Reaching Needs of Larger Organizations

Posted by Keith Dawson on Sep 7, 2022 3:00:00 AM

Zoho presented analysts with a deep look at its strategy and roadmap at its July analyst conference, describing how it intends to meld its many business applications together through integration at the level of the platform. The company, which is privately owned and funded, has generally sought to build its own tools rather than buy or partner. This approach has allowed the firm to create a suite of tightly linked tools that share a common interface.

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Topics: Customer Experience, Voice of the Customer, Data, AI and Machine Learning, Digital Business, Customer Experience Management, customer service and support

Preparing Agents for Success in Automated, Distributed Contact Centers

Posted by Keith Dawson on Aug 4, 2022 3:00:00 AM

The contact center industry is reexamining how organizations engage with contact center agents. One thing that we learned from the forced movement to work-from-home was that organizations have to provide agents with appropriate tools to collaborate and communicate with peers and supervisors as well as workers in the back office who participate in all sorts of customer-facing or customer-adjacent processes. It is also important to provide supervisors with visibility into agent activity. That means extending existing coaching and evaluation methods. Ventana Research believes that by 2025, nearly every organization will have dedicated systems or processes that help supervisors manage remotely.

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Topics: Customer Experience, Voice of the Customer, Contact Center, agent management, Customer Experience Management, Field Service, customer service and support

Field Service Heads for Greater Automation and Integration

Posted by Keith Dawson on Jul 26, 2022 3:30:00 AM

Field service is a segment of customer experience that is dominated by two elements: the complexity of the issues handled, and the high cost of providing on-site services. It is recognized as a critical component of the service experience, especially when managing the condition of high-precision equipment in the medical, manufacturing and utility industries. It is also a high-risk moment in the customer life cycle. Consumers often experience the process as a series of disconnected visits and handoffs that fail to resolve issues the first time.

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Topics: Customer Experience, Voice of the Customer, Contact Center, agent management, Customer Experience Management, Field Service, customer service and support