PLEASANTON, Calif.- March 11, 2011 - Contact centers are in desperate need of technology transformation to meet the demands of their customers and agents, according to the largest benchmark research ever done on the state of the contact centers worldwide. This landmark research from Ventana Research, which is based on input from almost 500 contact centers in all industry sectors, makes clear for the first time the little-understood challenges faced by management, agents and customers in...
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Ventana Research Press Releases
PLEASANTON, Calif. - March 9, 2011 - Ventana Research today released its 2011 Value Index for Customer Experience Management: Customer Feedback Management, the latest in a new category of quantified, research-based Indexes on technology vendors and products. This new Value Index provides guidance that will enable organizations to ascertain the value of applications for addressing the needs of gaining feedback from customers to determine levels of satisfaction to overall customer experience....