Thought leadership

 Aberdeen Group has published four new research reports from Omer Minkara, Senior Research Analyst for its Customer Experience and Service Management research practice.

"Contact Center Optimization: Use Data to Deliver Superior Customer Care" reviews the integration of customer care and brand loyalty efforts in the contact center, and examines the reasons behind this change. Report findings outline how top performing contact centers overcome the challenge of disparate technology systems, and establish a unified and accurate view of customer engagement activities that help them achieve a 14.3% annual increase in customer satisfaction rates, while reducing contact center costs by 8.2% year-over-year.

"CEM in Financial Services: Secrets to Improve Client Value" shows that financial services firms are making strides in improving customer satisfaction rates but fail to monetize this success. Findings within this report highlight lessons financial services firms can learn from leading financial institutions to achieve increased account profitability and retaining 88% of their customer base year-over-year. "Strategic Value of Intraday Management in the Contact Center" discusses the essential role contact center intraday management programs serve in helping businesses better manage the daily demand fluctuations that occur as part of contact center activities. The report outlines how using an intraday management technology to manage agent workforce, quality assurance and task management activities helps companies reduce costs by 40% compared to businesses without this technology.

It also discusses the key role intraday management activities play in helping contact centers deliver superior customer experiences across multiple interaction channels. "Real-time Unified Customer Engagement: How to Delight Empowered Customers," one of four research reports published this month by Omer Minkara, Senior Research Analyst for the Aberdeen Customer Experience and Service Management practice, sheds light on the rapidly changing dynamics in contemporary buyer and seller relationships. The report found that companies with an infrastructure that facilitates the exchange of customer information among numerous organizational stakeholders on a real-time basis achieve 5.6% year-over-year growth in customer satisfaction rates. Furthermore, the ability to capture such timely insights on customer needs also helps them reduce the average time to customer requests by 7.8% on an annual basis.

Additional recent research reports from Omer Minkara include "Customer Analytics: Converting Data into Insight for Superior Customer Experiences," "CXM and Product Communication: Does Your Content Speak Customer?" and "The Rising Financial Impact of Customer Service."







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