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        ISG Software Research Analyst Perspectives

        Through 2025, establishing customer experience application suites on a common platform will be the focal point of the drive to optimize customer and organizational engagement. Organizations that are passionate about improving the customer experience are choosing to empower processes and people with intelligence through smarter applications that embrace analytics, artificial intelligence and automation to personalize and optimize the customer journey, whatever the channel of customer choice.

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

        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

        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...

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

        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...

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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 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...

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

        Customer Service and Support (CSS) software is about more than case tracking and trouble tickets. Many organizations view the service call as an opportunity to solidify a positive customer relationship and perhaps enhance the loyalty and value of the customer. That has propelled interest in the emphasis on workflows and automation that now/currently drives CSS, particularly when it comes to managing self-service and field service, and the ability to provide agents with contextually relevant...

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

        In a previous Analyst Perspective, we discussed some of the big-picture trends that are bringing cost control back as a core driver of contact center operations. In this report we will tackle some of the practical ramifications: how those trends affect decision-making and operations.

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

        Contact centers have always been very cost-centric and attuned to the kinds of constraints that they have to operate in, but many organizations were diverted from that kind of focus when the pandemic first hit. In 2020, there was a sudden need for new tools and equipment just to keep centers running, and the costs involved in enabling agents to work from home — equipping them and their supervisors with the tools they needed to collaborate and stay in sync — were unavoidable.

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

        A formal Voice of the Customer (VoC) program is a necessity for any organization that wants to grow its customer base and differentiate from its competitors. Unfortunately, many organizations have not updated their notion of “formal” in quite a few years.

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

        Ventana Research recently announced its Market Agenda in the expertise area of Customer Experience. For the past several years, many organizations have found it challenging to provide excellent customer experiences in the face of drastic technology changes and the ongoing pandemic. These challenges have highlighted for many decision-makers how strategic CX can be in differentiating from competitors. But it can also be a complex and disjointed effort that requires continuous investment in...

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        Topics: Customer Experience, Voice of the Customer, Contact Center, agent management, Customer Experience Management, Field Service, customer service and support
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        • Ventana Research’s Analyst Perspectives are fact-based analysis and guidance on business, industry and technology vendor trends. Each Analyst Perspective presents the view of the analyst who is an established subject matter expert on new developments, business and technology trends, findings from our research, or best practice insights.

          Each is prepared and reviewed in accordance with Ventana Research’s strict standards for accuracy and objectivity and reviewed to ensure it delivers reliable and actionable insights. It is reviewed and edited by research management and is approved by the Chief Research Officer; no individual or organization outside of Ventana Research reviews any Analyst Perspective before it is published. If you have any issue with an Analyst Perspective, please email them to ChiefResearchOfficer@ventanaresearch.com

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