SAN MATEO, CA–September, 12, 2005–Ventana Research, the leading research and advisory services firm specializing in Performance Management – the methodology and process that align business and technology to improve performance – announces adoption and growth in its Contact Center Performance Management (CCPM) research practice. Lead by industry expert and global research director Richard Snow, the CCPM research practice focuses on the effectiveness of contact center activities, initiatives, processes and systems.
“We launched the CCPM research practice in June and are excited to see validation through new clients and partnerships” said Mark Smith, Ventana Research CEO and SVP Research. “Richard brings over 25 years experience in the IT services industry, most recently in delivering multi-channel customer service center solutions, to this critical business area.”
Ventana Research is working with the major Contact Center, CRM and IT publications to support the research practice including: CMP - Call Center Magazine and ACCE Conference, Contact Professional, Questex – ICCM Conference, CRM Project, RealMarket, TechTarget, SearchCRM, TMC and others. These partnerships reach over 300,000 specialists in the Contact Center and CRM markets.
“Most research today focuses on profiling the size, distribution and call handling capabilities of call centers. Ventana Research will focus exclusively on improving the business performance of contact centers. Our research will begin by quantifying the maturity of contact centers and what makes a successful mix of people, process, information and technology.” explained Richard Snow, Global Research Director. “Through the results of our upcoming research Contact Center Performance Management – Raising the Maturity Level of Contact Centers, organizations will be able to access the maturity of their contact centers against industry benchmarks and best practices.”
In addition to leading this research study, Richard has already published research articles such as “Wrong Metrics, Wrong Behavior” and “The Success and Failure of CRM” which have helped organizations focus their efforts. Learn more at www.ventanaresearch.com/contactcenter.
Ventana Research conducts research and provides education to global organizations through workshops, assessments and advisory services on Performance Management. This high-value, low-risk approach is being rapidly adopted as the effective way to gain more business value from contact centers. Ventana Research asserts that global organizations need to directly align their contact center to the business and should assess their strategy to ensure it can generate the right financial and operational results.
About Ventana Research
Ventana Research is the leading Performance Management research and advisory services firm. By providing expert insight and detailed guidance, Ventana Research helps clients operate their companies more efficiently and effectively. These business improvements are delivered through a top-down approach that connects people, process, information and technology. What makes Ventana Research different from other analyst firms is a focus on Performance Management for finance, operations and IT. This focus, plus research as a foundation and reach into a community of over two million corporate executives through extensive media partnerships, allows Ventana Research to deliver a high-value, low-risk approach for achieving optimal business performance. To learn how Ventana Research Performance Management workshops, assessments and advisory services can impact your bottom line, visit www.ventanaresearch.com.
Media Contact: Marisela Reynoso
(925) 242-2579 marketing@ventanaresearch.com
