Contact Center

By 2022, three-quarters of organizations will have explicitly introduced more than one artificial intelligence or machine learning application into their contact center service processes for predictive routing, chatbots and agent assistance.

Keith Dawson

Vice President & Research Director of Customer Experience

Creating a better experience

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

Definition

Contact centers handle customer interactions across every channel of engagement to deliver a satisfactory conclusion to any interaction, meet their needs for and ensure the best possible experience.

Research Fact

70% of respondents said their company competes based on the customer experience

Best Practice

To improve customer service, adopt metrics that shift the focus from operations to customers

Our guidance on Contact Center provides advice on how to embrace technology effectively. If you are ready to learn more on how we can help your efforts in Contact Center, check out our research below or reach out to us directly, and get started on your journey to excellence.

See our Latest Research

Analyst Perspective

SAP Service Cloud Bridges the Contact Center and the Back Office

The contact center is still, for most businesses, where customer experience is designed, delivered and measured. And as we might expect, customer experience (CX) tools are migrating from where they started point solutions based on narrow functions into broader suites that encompass multi-departmental functions and reach across customer journeys.

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Analyst Perspective

The 2021 Market Agenda for Customer Experience: Achieving Excellence in Engagement

Ventana Research recently announced its 2021 market agenda in the expertise area of Customer Experience. Most organizations have some degree of focus on managing how they interact with their customers, but it is often a disjointed and constrained process.

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Videocast

The Challenges of Modern Customer Experience

The problem with managing Customer Experience these days is that it covers a lot of ground, and touches a lot of people with different roles within an organization. There are so many technology components that contribute to a clear and successful CX strategy, and there are just as many people- and process-related issues to address.

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Research Perspective

The Value of a Lifetime Customer

It is a long-accepted truism that it costs more to acquire a new customer than it does to keep an existing one. For any small business that is looking to grow, it makes sense to devote considerable resources to the challenge of keeping customers happy and satisfied because they represent a unique, developable asset.

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Q&A

Choosing a CCaaS for Small and Mid-Sized Organizations

Customers don’t care how big a firm is; they care about the quality of their customer experience. And today’s smaller and growing businesses can level the playing field by offering customer interactions that are every bit as sophisticated, responsive and high touch as what is offered by their larger enterprise peers.

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Research Perspective

Contact Center Software Buying Advice

No matter how large or small an organization may be, customers will judge it by the quality of service it delivers. But for small and mid-sized businesses (those with between 30 and 300 contact center seats), the stakes are often higher: they must compete against larger rivals that have had deeper resources to build advanced contact centers over time.

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Keith Dawson

Creating a better experience

Definition

Research Fact

Best Practice

How we can help

Education

Assessment

Advisory

Some of our Latest Research

Analyst Perspective

SAP Service Cloud Bridges the Contact Center and the Back Office

Analyst Perspective

The 2021 Market Agenda for Customer Experience: Achieving Excellence in Engagement

Videocast

The Challenges of Modern Customer Experience

Research Perspective

The Value of a Lifetime Customer

Q&A

Choosing a CCaaS for Small and Mid-Sized Organizations

Research Perspective

Contact Center Software Buying Advice

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