New research on agent desktop systems will guide customer experience and contact center best practices
BEND, OR, October 04, 2017 /24-7PressRelease/ — Ventana Research announced today its newest market research endeavor on Agent Desktop using its latest innovative service, Ventana Research Dynamic Insights. This new approach to research comes from the industry’s most trusted market research provider; one that has built its reputation on research facts that reliably guide buyers and organizations through evaluating the performance and effectiveness of their current environment and enables them to determine next steps. The new Ventana Research Dynamic Insights methodology delivers market research that can provide continuous insights into the state of a market and identify changes as they happen rather than in the time-delayed approach which is the industry-standard today. Customer Experience and contact centers are two of the key topic of expertise for Ventana Research; Part of a successful contact center and customer experience is having systems that support agents. Agent desktop systems are designed to enable contact center agents and those who interact with customers to handle interactions efficiently and effectively across any channel. Unifying the agent desktop helps simplify and speed interactions and improve the customer experience.
The Ventana Research Dynamic Insights on agent desktops immediately provides the research participant a dynamic assessment of his or her company’s efforts as well as research and experience-based advice on potential next steps to improve. For our clients, this will expand their opportunity to receive trusted and actionable research to support decisions within their organization. The real-time research results range from prioritizing application and technology investments to best practices that are most relevant to the organization’s efforts. The focus on agent desktops addresses problems that result from agents having to move between unconnected systems, such as asking customers for information over and over again, extending hold times, and even requiring several transfers to resolve a single problem.
“Despite the fact that organizations still support a significant volume of engagement via telephone, our research shows that new channels of interaction are growing quite rapidly,” said Richard Snow, VP and Research Director at Ventana Research. “As such, it is vital that agents handle interactions across any channel and provide a consistent level of customer experience. This Dynamic Insight will help organizations self-assess and guide their direction to support the optimal desktop for their agents and customers.”
The Ventana Research Dynamic Insights for Agent Desktop is now available for organizations and individual participants.
To learn more about the Ventana Research Dynamic Insights, visit: https://www.ventanaresearch.com/dynamic-insights
About Ventana Research
Ventana Research is the most authoritative and respected benchmark business technology research and advisory services firm. We provide insight and expert guidance on mainstream and disruptive technologies through a unique set of research-based offerings including benchmark research and technology evaluation assessments, education workshops and our research and advisory services, Ventana On-Demand. Our unparalleled understanding of the role of technology in optimizing business processes and performance and our best practices guidance are rooted in our rigorous research-based benchmarking of people, processes, information and technology across business and IT functions in every industry. This benchmark research plus our market coverage and in-depth knowledge of hundreds of technology providers means we can deliver education and expertise to our clients to increase the value they derive from technology investments while reducing time, cost and risk.
Ventana Research provides the most comprehensive analyst and research coverage in the industry; business and IT professionals worldwide are members of our community and benefit from Ventana Research’s insights, as do highly regarded media and association partners around the globe. Our views and analyses are distributed daily through blogs and social media channels including Twitter, Facebook and LinkedIn. To learn how Ventana Research advances the maturity of organizations’ use of information and technology through benchmark research, education and advisory services, visit www.ventanaresearch.com.
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