Gartner Blog Network

Ken Agress
Research Director
4 years with Gartner
24 years IT industry

Ken Agress is a member of the Gartner for Technology Professionals team. His research primarily focuses on Contact Center infrastructure and related technologies such as Workforce Management & Optimization, speech analytics, text analytics, sentiment analysis, and voice of the customer solutions. Read Full Bio

Poor customer experiences are self-inflicted wounds

by Ken Agress  |  March 18, 2013

In my last post, I described issues that arose when the credit union we have been members of the changes to their online services. In and of itself, making changes to your corporate webpage isn’t necessarily a huge issue and enterprises do this all the time without invoking the rest of their customers. However, the […]

Read more »

A (timely?) failure of the customer experience.

by Ken Agress  |  March 7, 2013

At the end of last year, my managers and I started to discuss content plans for this year, which is a fairly natural thing for analysts to do. Where do we stand with our core coverage? What trends or technologies should we give more time to this year? In those discussions, we focused on the […]

Read more »

The Sorry State of UC Interoperability

by Ken Agress  |  March 27, 2012

Yesterday morning, Enterprise Connect kicked off and I’m lucky enough to have made the trip.  While my schedule at these events often makes it difficult for me to attend many sessions, I do try to squeeze them in whenever I can on the odd chance that I’ll hear something unexpected or unusual.  Although these sessions […]

Read more »

UC and Business Value–The Presentation May Define the Metric

by Ken Agress  |  March 1, 2012

I’ve yet to encounter an IT project that didn’t have to justify its budget against business needs in some way. Whether you’re deploying infrastructure, applications, or evaluating services, the funds that are being allocated need to match up against some measure of the value that the project will deliver to the business over the life […]

Read more »

Why UC Should Include a “Unification Service”

by Ken Agress  |  October 10, 2011

My very first blog post asked “What’s it Mean to be ‘Unified’ in the First Place?” While this isn’t a particularly surprising question, it is interesting that in the past week I’ve had a number of conversations that raised this question again. Even more interesting, these conversations weren’t with my clients or vendors, but discussions […]

Read more »

Define the Engagement Strategy First

by Ken Agress  |  September 30, 2011

I recently read Richard Rumelt’s book “Good Strategy/Bad Strategy: The Difference and Why it Matters” and I think it provides an important point to ground discussions about customer engagement and how it relates to the contact center.  Rumelt suggests that all good strategies include a “kernel” that describes common components: A diagnosis of the problem […]

Read more »

Overcoming Skepticism for the Social Contact Center

by Ken Agress  |  September 22, 2011

In my last post, I managed to accomplish two things.  First, I demonstrated that when you don’t read back blog posts carefully you can use the same words and phrases too much, particularly when a mild cold has you a bit off your game.  Second, that there may be reason to approach adding social media […]

Read more »

Skepticism, Social Media, and the Contact Center

by Ken Agress  |  September 15, 2011

I sometimes refer to myself as a Luddite because I can take a fairly conservative approach to things technological.  Not because I’m opposed to the advance of technology as the actual Luddites were, but because I sometimes wonder whether we’re actually approaching the application of technology in an interesting fashion.  Since we’ve begun covering contact […]

Read more »

What’s it Mean to be “Unified” in the First Place?

by Ken Agress  |  August 25, 2011

I have to admit: preparing this first blog post has proven to be one of the more interesting challenges I think I’ve faced since joining the ranks of the industry analysts.  I hope that I’ve managed to pick the right topic, present a clear case, and stimulate some interesting conversations/interactions, and look forward to your […]

Read more »