BOSTON, MA--(Marketwired - Sep 24, 2013) - Aberdeen Group, a Harte-Hanks Company (
"Speech Analytics: Making Effective Use of Voice in a Multi-Channel World" examines how top performing contact centers optimize their voice-based (phone and IVR) customer interactions. The report examines the current and planned adoption trends of speech analytics tools, and outlines several strategies that help companies reap maximum rewards from their investment in this area. Findings show how speech analytics users decrease the number of customer complaints by 12.6% year-over-year while growing their top-line revenue by 9.3%. To obtain a complimentary copy of this report, please visit: http://www.aberdeen.com/link/sponsor.asp?spid=30410182&cid=8629&camp=PRES.
Omer's recent blog postings about industry trends impacting contact centers include:
- Bringing Customer Service into Marketing: Empowered Customers Make Service Excellence a Top Priority discusses the changing role customer care and contact center teams play in managing modern CEM programs. It does so from the perspective of how they can work together with marketing to successfully manage the company brand image.
- Better Collaboration Drives Customer Delight, examines the key role enterprise collaboration plays in empowering multiple stakeholders within the business with timely and accurate information needed to make accurate customer engagement decisions.
- Delight your Buyers with Real-time Unified Customer Engagement demonstrates the business value of establishing processes that help companies reduce the lag time in capturing and utilizing customer data through a concept termed real-time unified customer engagement (RUCE).
- CEM in Financial Services: Secrets to Improve Client Value focuses on the state-of-the-market in customer engagement in financial services industry and provides observations on the key changes that impact how financial firms are engaging their clients, and areas they can improve to accomplish Best-in-Class results.
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 "Big Data Analytics Helps Adobe Users Delight the Empowered Customer," "Social Customer Care: Secrets to Build a Winning Strategy," and "Bringing Customer Service into Marketing: Empowered Customers Make Service Excellence an Imperative."
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 (
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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