Ventana Research is the first research company to benchmark the maturity and direction of agent performance management, which is a critical process in every organization that communicates and interacts with its customers or prospects across any channel. Our recent benchmark research on customer experience management makes clear that companies recognize that agents play the most important role in influencing the customer's experience during telephone interactions. Agent performance management therefore focuses on managing agents to produce maximum efficiency and effectiveness in customer interactions. Today, new technology in particular offers more effective ways to manage the agent workforce, ensure proper training and coaching, manage incentives and rewards for agents and deliver key performance indicators (KPIs) to monitor and assess their performance.

Ventana Research is undertaking comprehensive benchmark research into agent performance management, looking at its people, process, information and technology components. In particular, we believe that organizations can improve how they handle the information associated with agent performance management, which is key to enabling agents to interact efficiently with customers and deliver the results expected by their management. Even companies that have made significant investments in contact centers are in many cases still forcing agents to rely on multiple disparate systems or providing them with too little useful information to enable optimum performance.

This research will yield concrete insights into best and worst practices to help executives and managers to better understand how to improve their customer satisfaction efforts. Ventana Research believes that armed with research-based insights to guide proper agent performance management planning and execution, companies can achieve a competitive advantage through increased efficiency and profitability.

Learn more about the technology vendors and products in the Ventana Research 2012 Value Index for Agent Performance Management. We can help your organization find the right technology for your specific requirements by using our research and industry experience. 

For more information on how to benchmark your organization’s maturity and competency in people, process, information and technology using our research or how to use the Value Index, please contact sales@ventanaresearch.com.

Not sure where to start? Leverage our research to gain education on best practices and make immediate improvement:

•    Download the  executive summary  to learn more about this research.
•    Listen to the  webinar  to gain a better understanding of how it can help you.
•    Access our full range of education and fact-based research through  Ventana On-Demand .
•    Determine how to improve your people, process, information and technology efforts.
•     Contact us  to learn how to benchmark your organization’s maturity and competency.

Members of the media who are looking for further information should contact marketing@ventanaresearch.com