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        Keith Dawson's Analyst Perspectives

        Contact centers are undergoing a radical reshuffling of the workforce, partly because the pandemic shifted agents to remote work. But the trends were in place to reorganize the world of work long before the pandemic. Digital contact channels, which are gaining in popularity, require workers that are better informed and capable of handling more complex and interdependent interactions and processes. That’s changing the nature of training, management and even process design between departments.

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        Topics: Customer Experience, Voice of the Customer, Contact Center, agent management, Customer Experience Management

        Customer Service and Support (CSS) software is about more than case tracking and trouble tickets. Many organizations view the service call as an opportunity to solidify a positive customer relationship and perhaps enhance the loyalty and value of the customer. That has propelled interest in the emphasis on workflows and automation that now/currently drives CSS, particularly when it comes to managing self-service and field service, and the ability to provide agents with contextually relevant...

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

        Today’s contact center agents find themselves handling increasingly more complex interactions due to changes in consumer demand, advances in self-service and the proliferation of digital contact channels. This added complexity requires continuous agent support for successful customer experience outcomes. Intelligent software can reduce agent workload and improve customer interactions by picking up customer cues.

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        Topics: Contact Center, AI, Customer Experience Management

        The technology underpinning customer experience (CX) is a hodgepodge of tools that have been developed for niche use cases and then expanded to fill broader roles. Examples include the old (CRM, help desk software and speech analytics) and the new (customer data platforms and conversational AI). This is because CX is a set of very specialized processes that happen in different parts of the enterprise, managed by people who often do not connect with peers handling related processes....

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        Topics: Customer Experience, Marketing, Marketing Performance Management, Voice of the Customer, Contact Center, Product Information Management, Digital Marketing, agent management, intelligent marketing, Customer Experience Management, Field Service, Conversational Marketing, Digital Experience Platform, customer service and support

        In a previous Analyst Perspective, we discussed some of the big-picture trends that are bringing cost control back as a core driver of contact center operations. In this report we will tackle some of the practical ramifications: how those trends affect decision-making and operations.

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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 have always been very cost-centric and attuned to the kinds of constraints that they have to operate in, but many organizations were diverted from that kind of focus when the pandemic first hit. In 2020, there was a sudden need for new tools and equipment just to keep centers running, and the costs involved in enabling agents to work from home — equipping them and their supervisors with the tools they needed to collaborate and stay in sync — were unavoidable.

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

        A formal Voice of the Customer (VoC) program is a necessity for any organization that wants to grow its customer base and differentiate from its competitors. Unfortunately, many organizations have not updated their notion of “formal” in quite a few years.

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        Topics: Customer Experience, Marketing, Voice of the Customer, Contact Center, Digital Marketing, agent management, Customer Experience Management, Field Service, Conversational Marketing, customer service and support

        Ventana Research recently announced its Market Agenda in the expertise area of Customer Experience. For the past several years, many organizations have found it challenging to provide excellent customer experiences in the face of drastic technology changes and the ongoing pandemic. These challenges have highlighted for many decision-makers how strategic CX can be in differentiating from competitors. But it can also be a complex and disjointed effort that requires continuous investment in...

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

        Any organization that relies heavily on a large labor force looks to automation to reduce costs, and contact centers are no exception. They handle interactions at such large scale that almost any effort to automate some part of the process can deliver measurable efficiencies. Two factors have ratcheted up attention on automating customer experience workflows: the dramatic expansion of digital interaction channels, and the development of artificial intelligence and machine learning tools to...

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        Topics: Customer Experience, Analytics, Data Integration, Contact Center, Data, agent management, data operations, Customer Experience Management, Field Service, AI & Machine Learning, customer service and support, digital business, Experience Management

        When migrating their communications stacks to the cloud, many organizations come face to face with a quandary: do they emphasize the business phone system and gravitate toward a unified communications vendor? Or should they focus on the specific applications needed for running their contact centers and seek out a CCaaS vendor?

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        Topics: Customer Experience, Contact Center, agent management, Customer Experience Management, Field Service, AI & Machine Learning
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        • Ventana Research’s Analyst Perspectives are fact-based analysis and guidance on business, industry and technology vendor trends. Each Analyst Perspective presents the view of the analyst who is an established subject matter expert on new developments, business and technology trends, findings from our research, or best practice insights.

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