SOURCE: Aberdeen Group

Aberdeen Group

October 15, 2013 10:35 ET

Aberdeen Group Publishes Contact Center and Customer Experience Management Research

Research Examines Omni-Channel Customer Care, Role of the Next Generation Agent Desktop in CEM Success

BOSTON, MA--(Marketwired - Oct 15, 2013) -  Aberdeen Group, a Harte-Hanks Company (NYSE: HHS), today announced the publication of two new research reports from Omer Minkara, Senior Research Analyst for its Contact Center & Customer Experience Management research practice.

Customers are no longer confined to a single channel or device to engage with a businesses. Today's customer journey might start in one channel (e.g. web) and proceed through multiple channels (e.g. social media, email, telephone). And, these conversations can take place across numerous modes of interaction (e.g. in-store/person, smart phone, and tablet) where each vehicle has its own characteristics (e.g. specialized operating systems and screen sizes). "Omni-Channel Customer Care: Empowered Customers Demand a Seamless Experience," outlines the business case for deploying an omni-channel customer engagement strategy to address changing buyer needs, and reveals how top performing organizations differentiate themselves through omni-channel customer care to achieve 89% customer retention rates and grow annual company revenue by 9.5% year-over-year. To obtain a complimentary copy of this report, please visit: http://www.aberdeen.com/link/sponsor.asp?spid=30410182&cid=8675&camp=PRES.

"Next-Generation Agent Desktop: Address the Empowered Customer Trend with Happy Agents" examines how, in recognition of the contact center agent's central role in successful customer experience management (CEM) programs, leading organizations are providing their agents with desktop optimization solutions. These solutions further empower agents by providing information needed to serve clients in a timely and personalized fashion, achieving a 9.1% annual increase in first-contact resolution rates and retaining 91% of their customers. To obtain a complimentary copy of this report, please visit: http://www.aberdeen.com/link/sponsor.asp?spid=30410182&cid=8678&camp=PRES.

In addition to his recent benchmark reports, Omer Minkara has also blogged about industry trends impacting contact centers.

  • Day in the Life of an Empowered Customer: Leveling the Playing Field discusses the evolving role of customer empowerment on modern customer/company relations through a real-life case study. It provides recommendations on how companies can successfully keep current on rapidly changing customer needs to successfully address the "new normal" of buyer interaction.
  • The Financial Value of CEM reveals that presenting a quantifiable business case for CEM programs remains a leading challenge among businesses, and offers best practices that have helped leading companies overcome this challenge. 

View Omer Minkara's other postings on the Aberdeen Group blog Research with Results.

Follow Omer on Twitter @omer_aberdeen

Additional recent research reports from Omer Minkara include "Speech Analytics: Making Effective Use of Voice in a Multi-Channel World," "Big Data Analytics Helps Adobe Users Delight the Empowered Customer," and "Social Customer Care: Secrets to Build a Winning Strategy."

About Aberdeen Group, a Harte-Hanks Company

Enabled by its team of 40 research analysts covering 16 industry-sector categories, access to 35,000+ benchmarked enterprise decision makers, and 2.5 million research readers, Aberdeen Group -- a Harte-Hanks Company (NYSE: HHS) -- is the trusted advisor to global technology markets, providing corporations with insights that drive IT decisions. Aberdeen's independent, fact-based research and market intelligence is used by the Fortune 1000, Global 500, and Software 500.

Aberdeen has offices in Boston and London. Harte-Hanks operates 25 offices in the United States, and has locations throughout Asia-Pacific, Europe, and Latin America. 

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