Ventana Research Analyst Perspectives

Optimizing Customer Communication Channels

Posted by Keith Dawson on Nov 9, 2022 3:00:00 AM

For quite a few years now, two trends have put the contact center on a collision course. First, the technology used to handle customer inquiries has been evolving quickly, moving organizations farther and farther away from the traditional mode of primarily answering voice calls. At the same time, consumers have become much more demanding. There’s no doubt that customers are more likely to use quality of service as a gauge for whether they should continue doing business with an organization. They’re more willing to bolt for a competitor if they have a bad experience. In short, they want more of everything, and contact centers have been trying to accommodate these expectations.

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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 Should Revisit KPIs for Strategic Relevance

Posted by Keith Dawson on Nov 2, 2022 3:00:00 AM

Traditional key performance indicators used for performance measurement in contact centers are no longer sufficient. These outdated standards don’t reliably inform mid- and upper-level leadership about the true impact of agent work and behavior. Organizations should begin to expand the notion of what’s important in order to make the contact center a stronger organizational institution, more closely tied to others who impact the customer experience. Outside the contact center, people are keen to understand the relationship between what’s being spent and what’s coming in: revenue and growth.

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

Technology is Only Part of the Customer Experience Transformation

Posted by Keith Dawson on Oct 6, 2022 3:30:00 AM

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

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