Press Releases

Ventana Research Launches Next Generation Workforce Optimization for Customer Service Benchmark Research

New research will assess how customer service use applications and technology to empower their agents to effectively handle multi-channel customer interactions

Bend, OR / Dec 12, 2012 / by Ventana Research


SAN RAMON, CA, December 12, 2012 - Ventana Research will begin its latest Benchmark Research on Next Generation Workforce Optimization. The firm has embarked on this benchmark research to evaluate the current methods for how customer service agents handle customer interactions, how applications and technology are used to support agents and best practices for improvements in customer experience.

In the last two decades, contact centers have evolved into thehub for customer interactions and relationships. They now support multi-channel, multi-interaction, multi-stage customer communications. To be able to handle the volume and complexity of these new models, next generation technologies need to be implemented to support efficient and consistent interactions.

The research will examine how organizations can better support customer service agents to improve customer satisfaction. It will also assess how processes are performed to support agent training and coaching both inside and outside the contact center, how agent performance is monitored and assessed and what steps have been taken to ensure the most qualified agents are handling each interaction.

"Innovative technology has emerged at a rapid pace in the last decade, changing the way the contact center operates." said RichardSnow, VP and Research Director of Ventana Research. "We designed this new benchmark to investigate how agents in customer service best perform their role in the most efficient and results-oriented fashion. The research will provide education and a comprehensive set of best practices to help organizations improve customer satisfaction."

To learn more about Next Generation Workforce Optimization or participate in the research, please visit: Ventana Research, a leading business technology research and advisory services firm, provides qualified research participants with a financial incentive, complimentary report and presentation of the research findings as well as access to a free educational webinar on key findings from the Next Generation Workforce Optimization benchmark research.

About Ventana Research 

Ventana Research is the most authoritative and respected benchmark business technology research and advisory services firm.We provide insight and expert guidance on mainstream and disruptive technologies through a unique set of research-based offerings including benchmark research and technology evaluation assessments,education workshops and our research and advisory services, Ventana On-Demand. Our unparalleled understanding of the role of technology in optimizing business processes and performance and our best practices guidance are rooted in our rigorous research-based benchmarking of people, processes, information and technology across business and IT functions in every industry. This benchmark research plus our market coverage and in-depth knowledge of hundreds of technology providers means we can deliver education and expertise to our clients to increase the value they derive from technology investments while reducing time, cost and risk.

Ventana Research provides the most comprehensive analyst and research coverage in the industry; business and IT professionals worldwide are members of our community and benefit from Ventana Research's insights, as do highly regarded media and association partners around the globe. Our views and analyses are distributed daily through blogs and social media channels including Twitter, Facebook, LinkedIn and Google+.

To learn how Ventana Research advances the maturity of organizations' use of information and technology through benchmark research, education and advisory services, visit

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