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, Customer, ESRI, Globoforce, GRC, HCM, Kronos, Kyriba, Location Analytics, Marketing, NetBase, Office of Finance, Overall Operational Leadership, Peoplefluent, Planview, SQLstream, VMWare, VPI, IT Analytics & Performance, 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, Information Technology, KXEN, Location Intelligence, Operational Intelligence, Oracle, Workforce Performance, Contact Center, Datawatch, Financial Management, Information Optimization, Johnson Controls Panoptix, Roambi, Service & Supply Chain, Upstream Works, Vertex, Xactly
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, NICE Systems, Cincom, Genesys, Jacada, Kana, Operational Performance, Analytics, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, Upstream Works, OpenSpan
Cisco is without doubt best known as a supplier of networking systems. Its products have been used by companies large and small to build local and wide area networks. It has played in the contact center space as a provider of network and call management systems that sit between public networks and contact center agents to manage the delivery of interactions to the right extensions and provide agents with softphones so they can manage inbound and outbound calls. These systems were designed to operate in a multi-supplier environment so companies could build contact centers that made use of existing ACD and PBX systems. Cisco’s go-to-market strategy has been primarily indirect, and it has therefore built up a vast ecosystems of partners that sell, deliver and support its systems.
Topics: Sales Performance, Social Media, Customer Experience, Logitech, Mobile Apps, Operational Performance, Analytics, Business Analytics, Business Collaboration, Cloud Computing, Collaboration, Customer & Contact Center, Customer Service, Call Center, Cisco, Contact Center, Contact Center Analytics, CRM, Unified Communications, Upstream Works, Social, Workforce Force Optimization
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, Voice of the Customer, Operational Performance, Analytics, Cloud Computing, Collaboration, Customer & Contact Center, Customer Service, Call Center, Cisco, Contact Center, CRM, Upstream Works, Workforce Force Optimization
In my research area, a lot is said and written these days about optimizing the customer experience. Some say it is done by improving key performance metrics such as customer satisfaction (CSAT), net promoter score (NPS) and customer effort score (CES). Others say customer experience management (CEM) is the “new CRM”; some think it is part of a multichannel service strategy, and for others it is as simple as managing social media. In my view it takes all of these, and other efforts, to optimize the customer experience, and thus it is difficult for companies to achieve. Customer experience management is the practice of managing the effectiveness of customer interactions so the outcome meets the customer’s and the company’s expectations. In any case, the key question is how companies achieve this goal.
Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Experience, Social CRM, Speech Analytics, Voice of the Customer, Cicero, Cincom, MarketTools, ResponseTek, Operational Performance, Analytics, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Upstream Works, Confirmit, OpenSpan, Verint
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.
Topics: Operational Performance, Call Center, Contact Center, Upstream Works