In the realm of technology that matters for business and IT, our firm as part of our responsibility continually assesses the latest technology and how it can impact organizations’ efficiency and effectiveness. Our benchmark research in technology innovation found that 87% of participants indicated the importance of increasing the organization’s value through technology innovation. Every year we take our knowledge from research and technology briefings to focus on our Technology Innovation Awards and determine the vendors and products that have the potential to drive change in the market, the competitiveness of an organization’s business and sometimes just how efficiently a company operates. Our firm believes that Innovation can come from any size technology vendor from the smallest to the largest that are measured on a spectrum of attributes that contribute to the specific impact of the technology.
Topics: Big Data, Datameer, Mobile, Sales, Sales Performance, Social Media, Supply Chain Performance, Sustainability, Agility, Customer, ESRI, Globoforce, GRC, HCM, Kronos, Kyriba, Location Analytics, Marketing, NetBase, Office of Finance, Overall Operational Leadership, Peoplefluent, Planview, SQLstream, VMWare, VPI, IT Performance, Operational Performance, Analytics, Business Analytics, Business Collaboration, Business Intelligence, Business Mobility, Business Performance, CIO, Cloud Computing, Collaboration, Customer & Contact Center, Financial Performance, Governance, Risk & Compliance (GRC), Hortonworks, IBM, Informatica, Information Applications, Information Builders, Information Management, KXEN, Location Intelligence, Operational Intelligence, Oracle, Workforce Performance, Contact Center, Datawatch, Financial Management, Information Optimization, Information Technology Leader, IT Analytics or Performance, Johnson Controls Panoptix, Roambi, Service & Supply Chain, Upstream Works, Vertex, Xactly Corporation
Ventana Research has just released its 2013 Value Index for Agent Desktop Management, in which we evaluate the competency and maturity of vendors and products that support the management of the desktop systems that agents use to handle customer interactions. Our firm has researched this software category for many years, and our benchmark research into customer service and the agent desktop shows the impact the agent desktop has on agent satisfaction and efficiency and the business outcome of such interactions. Because of its increasing importance, we have taken agent desktop management out of our Customer Experience Value Index and created a separate category for it.
Topics: Salesforce.com, Customer Experience Management, NICE Systems, Cincom, Genesys, Jacada, Kana, Operational Performance, Cloud Computing, Customer & Contact Center, Customer Service, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, Upstream Works, Altitude software. Cicero, OpenSpan
My recent benchmark into the unified customer service agent desktop shows how critical the agent desktop is to improving agent satisfaction, meeting key customer-related metrics and enhancing the customer experience. The typical agent desktop contains multiple systems that allow agents access to multiple communication channels, business applications, messages and performance dashboards. The result is that the desktop is cluttered with systems, frustrating agents, driving up average interaction handling times, and impacting the customer experience as agents search for the information to resolve interactions. The research shows a direct correlation between implementing a unified or smart agent desktop and agent satisfaction, with the direct result that more satisfied agents are twice as likely to meet key metrics such as customer satisfaction, net promoter and customer effort.
Topics: Sales Performance, Customer Experience Management, Voice of the Customer, Operational Performance, Cloud Computing, Collaboration, Customer & Contact Center, Customer Service, 360-degree view of the Customer, Agent Performance Management, Call Center, Cisco, Contact Center, CRM, Upstream Works, Workforce Force Optimization
Anyone involved in running a contact center is aware of the imperatives my research has highlighted: reduce operating costs, transition to multichannel support, raise customer satisfaction levels and increase up-sales. On a daily basis, these demands spur managers to focus on reducing average handling times, increasing first-call-resolution rates, optimizing agent utilization, delivering more pertinent agent training and personalizing responses in light of the customer’s profile, the context of the call and targeted business outcomes. The foundation of all these efforts is information and systems that support the contact center agent.