The primary channel for customer service remains interaction with customer service agents is contact centers. This benchmark research will examine current issues and opportunities with the agent desktop and the impact of those issues on the customers’ experiences and expectations. The research will also determine what steps companies can take to ensure agents have the right applications and information to improve the customer experience.
The research will explore the priorities of customer service organizations that are looking to build world class operations and determine the level of competency and maturity of the industry to then best help everyone improve. In today’s world of highly important customer satisfaction scores which can determine future business, enabling the customer service agent must be a priority for assessment and improvement.
"Customer service is looking for ways to increase efficiency and find new approaches to improve their customer interactions," said Richard Snow, VP & Research Director at Ventana Research. "The aim of this benchmark research is to uncover valuable key insights on best practices to ensure that the blend of applications information can help the customer service team and process to be as efficient contact centers as possible."
Those interested in learning more or participating about this benchmark research can do so at http://www.ventanaresearch.com/AgentDesktop/. As a part of your registration you will receive insights and education from Ventana Research on using technology effectively in business. Ventana Research thanks our sponsors Cicero and NICE along with our media and association partners who are helping make this research a reality. Ventana Research provides guidance to organizations through its Ventana OnDemand (http://www.ventanaresearch.com/ondemand) and with its assessment and educational services offerings. (http://www.ventanaresearch.com/services/)
To view Ventana Research’s 2012 research agendas, please visit http://www.ventanaresearch.com/researchagenda/.
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 ncluding Twitter, Facebook, LinkedIn and Google Plus.
To learn how Ventana Research advances the maturity of organizations’ use of information and technology through value index and benchmark research through Ventana Research education and advisory services, visit http://www.ventanaresearch.com.
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