Tools for contact center agent management have changed considerably in the past few years. The suite of software applications has grown from those that perform core functions in scheduling and quality control to include more advanced solutions for agent guidance, integrated desktops, and workflow and automation design. One area of intense investment by vendors has been analytics, specifically for assessing customer satisfaction and hearing the “voice of the customer.”
Read More
Topics:
Customer Experience,
Voice of the Customer,
Contact Center,
agent management,
Customer Experience Management,
customer service and support
The primary effect of the pandemic on agent/workforce management beginning in 2020 was a rush to re-site and re-equip contact centers and agents. This was achieved with a surprising speed and smoothness industrywide. But once achieved on a “temporary” or “emergency” basis, it became clear that this shift was going to be semi-permanent. Even if the majority of the agent population moves back into standard centers, there is now a consensus that some portion of the workforce will work from home....
Read More
Topics:
Customer Experience,
Voice of the Customer,
Contact Center,
agent management
Customer support operations increasingly rely on automation and complex workflow processes to reduce costs and improve experiences. Automation also allows organizations to make their service processes richer, incorporating information and staff from back offices, for example, or embedding conversational tools into contact center processes.
Read More
Topics:
Customer Experience,
embedded analytics,
Analytics,
Contact Center,
natural language processing,
agent management,
Customer Experience Management,
Field Service,
Process Mining,
Streaming Analytics,
customer service and support,
AI and Machine Learning
Among the many digital economy trends written about in recent years, one of the most significant has been the adoption of a subscription business model. For organizations with a business model that also includes reselling third-party products and services, this shift to subscription services adds complications and potential challenges.
Read More
Topics:
Customer Experience,
Product Information Management,
Price and Revenue Management,
ERP and Continuous Accounting,
Subscription Management
A subscription business model and an exceptional customer experience are equal priorities for many organizations. Much has been written about both: Subscription and usage services are considered the business model for the digital age, and a great customer experience is how organizations acquire and retain customers. I believe that by 2024, the category of subscription management software will emerge with a suite of applications and platform supporting the subscriber experience through the...
Read More
Topics:
Customer Experience,
Subscription Management
The annual Ventana Research Digital Innovation Awards showcase advances in the productivity and potential of business applications, as well as technology that contributes significantly to the improved processes and performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations to advance business and IT.
Read More
Topics:
Customer Experience,
Analytics,
Internet of Things,
Digital Technology,
blockchain,
natural language processing,
Awards,
Conversational Computing,
collaborative computing,
mobile computing,
extended reality,
AI and Machine Learning
The annual Ventana Research Digital Innovation Awards showcase advances in the productivity and potential of business applications, as well as technology that contributes significantly to the improved processes and performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations to advance business and IT.
Read More
Topics:
Customer Experience,
Human Capital Management,
Marketing,
Office of Finance,
Operations & Supply Chain,
Digital Business,
Work Management
Dialpad provides contact center and business phone services, a market that is in transition due to a convergence of technologies and business conditions.
Read More
Topics:
Customer Experience,
Voice of the Customer,
Analytics,
Collaboration,
Contact Center,
natural language processing,
agent management,
AI and Machine Learning
Field service is one element of the service-delivery process that an organization must get right or risk alienating important customers and causing friction in the relationship. The customer experience is directly affected by the timeliness, speed and accuracy of on-site work. Consequences of poor performance can hurt revenue, particularly in B2B situations where failures may cause expensive shutdowns or delays in conducting business.
Read More
Topics:
Customer Experience,
Marketing,
Voice of the Customer,
Contact Center,
Product Information Management,
Digital Commerce,
Subscription Management,
agent management
The annual Ventana Research Digital Innovation Awards showcase advances in the productivity and potential of business applications, as well as technology that contributes significantly to the improved processes and performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations to advance business and IT.
Read More
Topics:
Customer Experience,
Voice of the Customer,
Product Information Management,
Digital Commerce,
Subscription Management,
agent management