Ventana Research has just released its 2013 Value Index for Agent Desktop Management, in which we evaluate the competency and maturity of vendors and products that support the management of the desktop systems that agents use to handle customer interactions. Our firm has researched this software category for many years, and our benchmark research into customer service and the agent desktop shows the impact the agent desktop has on agent satisfaction and efficiency and the business outcome of such interactions. Because of its increasing importance, we have taken agent desktop management out of our Customer Experience Value Index and created a separate category for it.
Topics: Salesforce.com, Customer Experience, NICE Systems, Operational Performance Management (OPM), Cincom, Genesys, Jacada, Kana, Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, Customer Performance Management (CPM), Upstream Works, OpenSpan
Jacada pioneered what I call a smart agent desktop when in 1990 it created the tools that allow companies to develop a desktop application that follows the process of handling a call, hides applications behind a simple-to-use interface and automates access and updating of systems. This smart agent desktop enables agents to answer calls more efficiently and effectively and to focus on the customer. The product includes tools that allow developers to map the process of handling different call types, build the user interface to match those processes, interface with applications and report on various aspects of how calls are handled.
Topics: Predictive Analytics, Customer Analytics, Customer Experience, Speech Analytics, Voice of the Customer, Jacada, Analytics, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics
Jacada was one of the first vendors to provide a unified desktop for contact centers. It simplified the agent’s desktop by replacing several application views with a single view that better followed customer conversations. It also interfaced between those applications so agents didn’t have to worry about which fields to update, where to find data or how many applications they had to use. The unified desktop also enabled agents to address customer issues more efficiently.
Topics: Customer Analytics, Customer Data Management, Customer Experience, Operational Performance Management (OPM), Voice of the Customer, Jacada, Analytics, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM
My latest research into contact center analytics shows how important it has become for companies to improve the way they monitor and assess the performance of their centers. In fact 41% said they could significantly improve the performance of their centers by using analytics, and 47% think they could improve somewhat. Their main requirements are to have more real-time operational analysis and metrics – that is, better insights into what is going on in their centers at the moment people need to know it and a more balanced set of metrics that mixes pure efficiency metrics (such as queue lengths and hold times) with effectiveness or outcome metrics such as first-call resolution, up-sales and customer retention rates; they also want capabilities that are simple to use but effective.