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: Predictive Analytics, Sales Performance, Social Media, Customer Analytics, NICE Systems, Speech Analytics, Voice of the Customer, VPI, CallCopy, Enkata, Envision, Genesys, in Contact, KnopahSoft, LiveOps, Operational Performance, Business Analytics, Business Performance, Cloud Computing, Customer & Contact Center, Workforce Performance, 360-degree view of the Customer, Agent Performance Management, Call Center, coaching, Compensation Management, Contact Center, Contact Center Analytics, Desktop Analytics, Text Analytics, Agent Analytics, Aspect, OnviSource, Training, Verint, Workforce Force Optimization