This benchmark research by Ventana Research will provide a detailed picture of the current state and future direction of the use of WFO in organizations. The research will assess the degree to which organizations are satisfied with their current WFO systems and identify areas where improvements or enhancements would be valuable.
It will investigate the issues with which WFO users must contend, such as empowering agents to perform optimally, training them to interact efficiently and how to ensure best possible customer satisfaction. The research will examine agent performance management processes and examine how customer service can be kept responsive while operating in what our past research finds can be as many as 17 channels of customer engagement.
To meet the expectations of customers during assisted service, companies must route interactions to an employee likely to satisfy the customer in the particular situation. Moreover, those employees must have access to all the information and systems they may require to resolve issues. To be most effective, agents must be able as often as possible to resolve interactions at the first attempt or have the ability to find and collaborate with other employees who can help resolve the issues. This benchmark research will explore how organizations have chosen to address these challenges and what options they have available.
For more than a decade Ventana Research has focused on the accelerating pace of technology change affecting agents and contact centers. These advances include big data, the cloud, collaboration, analytics and planning, mobile technology, social media and most recently wearable technology and the Internet of Things. While WFO vendors now nod toward these innovative technologies, they are just beginning to be incorporated into product offerings and thus far have had not been measured through definitive research.
“In today’s intensely competitive markets companies must strive to meet customer expectations during every interaction, which is possible only with the right applications and support for agents to perform,” said Richard Snow, VP and research director. “This benchmark research will help guide buyers and ensure that organizations get the best practices and guidance required to effectively engage customers and deliver the customer experience they expect.”
This benchmark research by Ventana Research will provide a detailed picture of the current state and future direction of the use of WFO in organizations. It will also examine the adequacy of WFO systems to support agent interactions with customers and to ensure the best possible customer experience. It will also examine differences in responses by industry, by company, customer and contact center size.
Those interested in learning more about or participating in this benchmark research can do so at http://www.ventanaresearch.com/NGWFO/. Ventana Research provides qualified research participants with an incentive and complimentary report of the research findings as well as access to a free educational webcast on best practices from the benchmark research.
This benchmark research is made possible by our sponsors, Calabrio and Verint.
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.
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