Services for Organizations

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

Consulting & Strategy Sessions

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    Services for Investment Firms

    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.

    Consulting & Strategy Sessions

    Ventana On Demand

      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.

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        Agent Management

        Quote.svg

        By 2027, most contact center agents will be assisted in real time by automated AI guidance.
        Keith Dawson

        Keith Dawson

        Director of Research, Customer Experience

        Putting serve into service

        Our expertise comes from our research that is not found anywhere else in the industry. It can help you make Agent Management impactful to your organization. Consider these insights as you look to assess and improve your Agent Management efforts.

        Definition

        Agent Management technology and processes make it possible to engage agents to improve outcomes with customers and thus the customer experience.

        Research Fact

        Most organizations use only partial information to assess agent performance, such as call sampling, which doesn't provide a full picture of performance

        Best Practice

        Move performance evaluation to an analytics-based approach using speech analytics to improve actual agent performance

        How we can help

         

        Consulting

        Consulting where we deliver expert guidance with our experience, expertise and market research through workshops and assessments for better business outcomes.

        Advisory

        Advisory through our proactive and informed expert advice and insights for optimization of decisions through our Ventana On-Demand service designed for value every month of the year.

        Research

        Research enables insights from our industry analyst team and market research with our Benchmark Research, Dynamic Insights and Value Index research products that provide facts for decisions.

        Education

        Education in a range of business, technology and vertical industry topics through our publishing of digital content in mediums and styles for impactful insights across an entire organization.

        Ready to engage?

        We provide insights and guidance across business and technology. We can help your organization; the first step is to reach out to a member of our team and see how we can help.