SOURCE: Aberdeen Group

Aberdeen Group

October 11, 2012 10:05 ET

Aberdeen Publishes Human Capital Management, Contact Center, Product Innovation/Engineering Research

Research Examines Learning and Performance Management, Strategic RPO, Call Agent Desktop Optimization, Managing System Design Complexity

BOSTON, MA--(Marketwire - Oct 11, 2012) - Aberdeen Group, a Harte-Hanks Company (NYSE: HHS), today announced the publication of new research reports from its Human Capital Management, Service Management/Contact Center, and Product Innovation & Engineering research practices.

"Learning and Performance: Developing for Business Results," prepared by Mollie Lombardi, Vice President, Principal Analyst for the Aberdeen Human Capital Management research practice, reveals that learning and performance management must go hand-in-hand for organizations to achieve organizational alignment and business results. Performance goals should define development priorities, and the impact of learning should be measured in terms of business performance results. This report looks at the learning and performance management practices of 262 organizations to better understand how these important elements of the talent lifecycle impact business performance. To obtain a complimentary copy of this report, made possible in part by Kenexa, Oracle Taleo, and NetDimensions, visit:

"A New Look at RPO: When Your Outsourcing Provider Becomes Your Strategic Partner," prepared by Madeline Laurano, Research Director for the Aberdeen Human Capital Management research practice, finds that identifying and attracting top talent has become more complex. Organizations looking to gain competitive advantage are rethinking their approach to recruitment to make leaner and smarter decisions around talent. As a result, the value proposition for Recruitment Process Outsourcing (RPO) has increased significantly. RPO helps companies create greater efficiencies, reduce costs, and improve processes during strong or weak economies. Historically viewed as a tactical, administrative service, RPO has evolved into a more strategic endeavor -- igniting organizational change and driving business outcomes. This report presents the key trends and best practices in the RPO market. To obtain a complimentary copy of this report, made possible in part by Pinstripe, Futurestep, Kenexa, The RightThing, and AON Hewitt, visit:

The "Agent Desktop Optimization: Agents can Finally Focus on the Customer" research study by Omer Minkara, Research Analyst, Service Management/Contact Center, details how Best-in-Class contact centers improve agent productivity by building an infrastructure that seamlessly integrates the agent desktop with the entire enterprise. On average, agents currently use at least five different screens to access separate systems that provide them with information required to serve customers. Agent desktop optimization initiatives help contact centers overcome this challenge by using a unique set of business processes and technologies to empower agents with timely and relevant information. This report highlights actions that can be taken to help contact centers improve agent productivity, reduce unnecessary costs resulting from inefficient agent desktop processes, and ultimately achieve customer delight. To obtain a complimentary copy of the report visit:

"Managing System Design Complexity: 3 Tips to Save Time," by Michelle Boucher, Senior Research Analyst for the Product Innovation & Engineering practice at Aberdeen examines how improving systems engineering practices offers the ability to respond to customer demands for higher value in less time and at less cost. Survey respondents report that embedded code in their products has increased by 25% over the last two years, increasing the importance of systems engineering. This growth is attributed to the fact that embedded software creates new options for innovative features and functions that open doors to revenue. However, this opportunity for greater innovation increases the overall complexity of product development, requiring new methods for managing this complexity. This report examines the strategies of managing system design complexity, identifying best practices to integrate software, electronics, and mechanical components into a unified system that works. The report provides a framework for improving systems engineering practices. To obtain a complimentary copy of the report visit:

About Aberdeen Group, a Harte-Hanks Company

Aberdeen Group, a Harte-Hanks Company (NYSE: HHS), is a global, full-service, multi-channel marketing services firm with deep expertise in developing research-based technology marketing content. Enabled by its team of 40 analysts covering 17 industry-sector categories, Aberdeen provides B2B marketers with relevant content assets available in multiple formats that target each stage of the customer buying cycle. 

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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