Ventana Research announced 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.”