BOSTON, MA--(Marketwire - November 6, 2007) - According to a recent Aberdeen study, "Contact
Center Analytics," Best-in-Class firms are more likely than Laggard
companies to not only act on performance data (57% versus 36%), but also
implement performance monitoring (43% versus 24%) to measure the success
and failures of their actions. This announcement by Aberdeen, a Harte-Hanks
company (
NYSE:
HHS), demonstrates, in part, why Best-in-Class firms are
more effective at improving key performance indicators such as customer
satisfaction. Fifty-nine percent (59%) of Best-in-Class organizations have
seen an improvement in this area compared to six percent (6%) of Laggard
firms.
The report also iterates that Best-in-Class organizations share several
common characteristics such as installing quality monitoring and providing
training for their agents. It is Aberdeen's conclusion that quality
monitoring directly impacts customer satisfaction levels as well as reduces
costs. It does this by identifying areas for current process improvement
and agent training as well as unveiling potential issues that might
unnecessarily arise without constant monitoring.
Being efficient and effective should be at the top of any company's to do
list. In the case of Best-in-Class companies, they do this by aligning
contact center goals with corporate goals. "If a contact center doesn't
correctly align these goals, then the likelihood of gathering the right
performance data decreases and efficiency goes out the window, thus
increasing costs," says Alan Hubbard, SVP Customer Management Technologies
Group at Aberdeen Group. Furthermore, opportunities are lost by companies
when they gather data, but don't use it. Our survey indicates that
sixty-five percent (65%) of Best-in-Class have call recording, but only
five percent (5%) have speech analytics in place. "This is clearly a lost
opportunity; and we believe that in order to maintain, or ultimately
achieve, Best-in-Class status, firms need to look toward speech analytics,"
says Hubbard.
A complimentary copy of this report is made available due in part by the
following underwriters: Aspect, Autonomy etalk and Nuance. To obtain a
complimentary copy of the report, visit:
http://www.aberdeen.com/link/sponsor.asp?cid=4152.
About Aberdeen Group, a Harte-Hanks Company
Aberdeen is a leading provider of fact-based research and market
intelligence that delivers demonstrable results. Having benchmarked more
than 30,000 companies in the past two years, Aberdeen is uniquely
positioned to educate users to action: driving market awareness, creating
demand, enabling sales, and delivering meaningful return-on-investment
analysis. As the trusted advisor to the global technology markets,
corporations turn to Aberdeen™ for insights that drive decisions.
As a Harte-Hanks Company, Aberdeen plays a key role of putting content in
context for the global direct and targeted marketing company. Aberdeen's
analytical and independent view of the "customer optimization" process of
Harte-Hanks (Information - Opportunity - Insight - Engagement -
Interaction) extends the client value and accentuates the strategic role
Harte-Hanks brings to the market. For additional information, visit
Aberdeen
http://www.aberdeen.com or call (617) 723-7890, or to learn more
about Harte-Hanks, call (800) 456-9748 or go to
http://www.harte-hanks.com.
© 2007 Aberdeen Group, Inc., a Harte-Hanks Company
260 Franklin Street
Boston, Massachusetts 02110-3112
Telephone: (617) 723-7890
Fax: (617) 723-7897
www.aberdeen.com
Contact Information: Media Contact:
Alan Hubbard
Aberdeen Harte-Hanks
(617) 854-5301
alan.hubbard@aberdeen.com