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Using our research, best practices and expertise, we help you understand how to optimize your business processes using applications, information and technology. We provide advisory, education, and assessment services to rapidly identify and prioritize areas for improvement and perform vendor selection
We provide guidance using our market research and expertise to significantly improve your marketing, sales and product efforts. We offer a portfolio of advisory, research, thought leadership and digital education services to help optimize market strategy, planning and execution.
Services for Technology Vendors
We provide guidance using our market research and expertise to significantly improve your marketing, sales and product efforts. We offer a portfolio of advisory, research, thought leadership and digital education services to help optimize market strategy, planning and execution.
Agent Management
2023 Vendor and Product Assessment
Agent Management
Agents are the foundation of the contact center processes that impact every customer experience. These processes, and the customer service function, must be able to operate from any location, at any time, and agents must be able to respond to customers via any communication channel for any request. Optimized contact center processes feature agents who are empowered to take action on behalf of the customer and who are supported by technology that supplements, guides and extends the productive capacity of the workforce. During challenging periods, contact centers must be ready to operate across all communication channels in a scalable way to meet spikes of inbound demand.
A focus on workforce agility will enable the organization to adapt, shift focus and continue to meet customer service expectations even during challenging periods. Organizations can improve the agility of their agents through continuing education programs, offering learning paths that prepare individuals to shift tasks when necessary. Workforce flexibility, particularly within customer service, requires a focus on digital readiness and the implementation of tools that engage the agents and allow them to adapt and support customers as needed during disruptions to the standard working environment.