Business Intelligence & Research

How do you perform market research and competitive analyses to make good decisions in your customer service operations?

Kenna Consulting sees market research as a key factor in gaining advantages with customers. We provide custom research to address precisely the questions and issues that are unique to each and every client. Our focus areas are:

• Customer touchpoints, including phone, chat and social media channels
• Sales, customer care and technical support operations
• Customer support policies and procedures
• Voice of the customer
• Product experience

We take a multi-faceted approach to research that often includes mix of quantitative and qualitative methodologies, including:

• In-depth interviews
• Focus groups
• Case studies
• Direct observation
• Online research
• Data analysis
• Survey
• Quantitative business intelligence tools for capturing social media activity

Kenna Consulting uses the latest data collection and delivery technologies. Our dedicated senior research consultants combine extensive research experience and domain expertise in contact centers and business process outsourcing.