Buyers Guide

Contact Center Advanced Buyers Guide 2024 Executive Summary

Posted by Keith Dawson on 30 September 2024

Executive Summary Contact Center Advanced Contact center technology has evolved from its roots in call handling into a more sophisticated suite of interlocking applications that serve a series of enterprise functions. In the process, the market for software available for contact centers has become more complex for buyers to navigate. To effectively evaluate the tools on offer, it is useful to... Read More

Topics: Customer Experience, Contact Center, Business-focused Software and Services

Agent Management Buyers Guide 2024 Executive Summary

Posted by Keith Dawson on 30 September 2024

Executive Summary Agent Management While contact center operations require very specific technology for things like interaction routing and analysis, customer support is fundamentally a business about managing labor. For decades, contact centers have tolerated attrition rates of as much as 100%—even higher in some sectors. The fundamental tension in centers between maintaining high service levels... Read More

Topics: Customer Experience, agent management, Business-focused Software and Services

Total Compensation Management Buyers Guide Executive Summary

Posted by Matthew Brown on 17 September 2024

Executive Summary Total Compensation Management The strategic oversight of compensation planning and management processes plays a crucial role in how businesses attract, retain and motivate talent within a competitive marketplace. Recent trends and innovations have significantly influenced this area, particularly through the adoption of technology and data analytics. As the digital transformation... Read More

Topics: Human Capital Management, Total Compensation Management, Business-focused Software and Services

Compensation Management Buyers Guide Executive Summary

Posted by Matthew Brown on 17 September 2024

Executive Summary Compensation Management The strategic oversight of compensation planning and management processes plays a crucial role in how businesses attract, retain, and motivate talent within a competitive marketplace. Recent trends and innovations have significantly influenced this area, particularly through the adoption of technology and data analytics. As the digital transformation... Read More

Topics: Human Capital Management, Total Compensation Management, Business-focused Software and Services

Compensation Planning Buyers Guide Executive Summary

Posted by Matthew Brown on 17 September 2024

Executive Summary Compensation Planning The strategic oversight of compensation planning and management processes plays a crucial role in how businesses attract, retain, and motivate talent within a competitive marketplace. Recent trends and innovations have significantly influenced this area, particularly through the adoption of technology and data analytics. As the digital transformation... Read More

Topics: Human Capital Management, Total Compensation Management, Business-focused Software and Services

Contact Centers Buyers Guide 2023

Posted by Keith Dawson on 23 August 2024

Executive Summary Contact Centers In this modern, digital age of customer experience, the journey of engagement across every channel and device must be orchestrated effectively. Organizations, no matter the industry, have inbound and outbound interactions and rely on contact centers to fulfill operational and revenue objectives. The utilization of cloud computing has enabled a new generation of... Read More

Topics: Customer Experience, Business-focused Software and Services

Payroll Management Buyers Guide 2023

Posted by Matthew Brown on 23 August 2024

Payroll Management The payroll preparation process has long been an inefficient, labor-intensive set of administrative tasks designed to ensure that everyone is paid correctly and on time. Historically, this has been a transactional- and compliance-centered function that involves manual adjustments, reconciliations and answering routine questions. Advances in digital technologies and delivery... Read More

Topics: Human Capital Management, Business-focused Software and Services

Domestic Payroll Buyers Guide 2023

Posted by Matthew Brown on 23 August 2024

Executive Summary Domestic Payroll The payroll preparation process has long been an inefficient, labor-intensive set of administrative tasks designed to ensure that everyone is paid correctly and on time. Historically, it has been a transactional- and compliance-centered function involving manual adjustments, reconciliations and the answering of repeated routine questions. Now, advances in... Read More

Topics: Human Capital Management, Business-focused Software and Services

Contact Center Suites Buyers Guide 2023

Posted by Keith Dawson on 23 August 2024

Executive Summary Contact Center and Agent Management In this modern, digital age of customer experience, the journey of engagement across every channel and device must be orchestrated effectively. Organizations, no matter the industry, have inbound and outbound interactions and rely on contact centers to fulfill operational and revenue objectives. The utilization of cloud computing has enabled a... Read More

Topics: Customer Experience, Business-focused Software and Services

Business Planning Buyers Guide 2023 Executive Summary

Posted by Robert Kugel on 23 August 2024

Executive Summary Business Planning The purpose of business planning is not simply to create a plan — it is to make better decisions. Planning and budgeting software should make the process faster, more agile, less burdensome and more intelligent so that managers can make better decisions more consistently. Since the early 2000s, Ventana Research has advocated using a dedicated application to... Read More

Topics: Office of Finance, Business-focused Software and Services