SOURCE: Aberdeen Group

Aberdeen Group

September 24, 2013 10:35 ET

Aberdeen Group Publishes Customer Experience and Service Management Research

Research Examines Contact Center Optimization of Voice-Based Interactions

BOSTON, MA--(Marketwired - Sep 24, 2013) - Aberdeen Group, a Harte-Hanks Company (NYSE: HHS), today announced the publication of a new research report from Omer Minkara, Senior Research Analyst for its Contact Center & Customer Experience Management research practice.

"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:

Omer's recent blog postings about industry trends impacting contact centers include:

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 (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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