Welcome!

Recurring Revenue Authors: Zakia Bouachraoui, Yeshim Deniz, Liz McMillan, Elizabeth White, Pat Romanski

News Feed Item

The Evolution of the Contact Center

The Evolution of the Contact Center

BOSTON, MA -- (MARKET WIRE) -- 08/07/07 -- The evolution of the contact center into one of the primary interaction points for customers has accelerated the need for companies to provide accurate, timely and consistent responses to customer inquiries. Those companies who strive to differentiate themselves when it comes to customer service are increasingly turning to Intelligent Contact Centers as a way to both provide quality responses to customers and alleviate competitive pressures. In a recent survey conducted by Aberdeen, a Harte-Hanks Company (NYSE: HHS), 97% of Best-in-Class companies that strive to improve call center quality report an increase in customer satisfaction. In fact, a large percentage of BIC companies report improvement in several key call center measurements, including cost per contact and first contact closure rate.

A large percentage of companies surveyed identify the need to remain competitive in the industry as the top pressure forcing them to implement Intelligent Contact Centers, with nearly 50% of both BIC and Industry Average companies citing this concern. With the exception of Laggard companies, who rank closure rates as their primary pressure, the need to improve first contact closure rate is identified by a large number of Best-in-Class and Industry Average companies as the second most pressing business concern causing them to implement different call center technology solutions.

BIC companies are addressing these pressures in a number of ways. Sixty-eight percent (68%) of BIC companies utilize online searches for customer data to allow all facets of the business to have access to the most dependable, correct and timely data on customers and their inquiries. Compared to the 28% of Laggards who employ similar solutions, Best-in-Class companies are ahead of the curve when it comes to disseminating customer data across business channels to improve customer satisfaction and ultimately remain competitive. Furthermore, although only 38% of BIC companies currently utilize BI/Analytics to identify areas in need of improvement, 41% plan to do so.

"Providing dependable, accurate and well-timed data across all channels is critical to enhancing the customer experience," says Alan Hubbard, SVP Customer Management Technologies Group at Aberdeen. "In order to achieve Best-in-Class status, companies must implement knowledge management solutions to enable agents and customers to accurately retrieve answers to customer support issues and inquiries in a timely manner."

The research educates companies on the benefits of collecting, analyzing, and disseminating key customer data in order to enhance the customer experience in the call center space and remain competitive in the industry. The report also provides the results BIC companies have seen across several key metrics after employing Intelligent Contact Centers and compares these results to those of the Industry Average and Laggards companies who have pursued different strategies.

This report is made available due in part by the following underwriters: Astute Solutions and Aspect. To obtain a complimentary copy of the report, visit: http://www.aberdeen.com/link/sponsor.asp?cid=4131

About Aberdeen Group, a Harte-Hanks Company

Aberdeen is a leading provider of fact-based research and market intelligence that delivers demonstrable results. Having benchmarked more than 30,000 companies in the past two years, Aberdeen is uniquely positioned to educate users to action: driving market awareness, creating demand, enabling sales, and delivering meaningful return-on-investment analysis. As the trusted advisor to the global technology markets, corporations turn to Aberdeen™ for insights that drive decisions.

As a Harte-Hanks Company, Aberdeen plays a key role of putting content in context for the global direct and targeted marketing company. Aberdeen's analytical and independent view of the "customer optimization" process of Harte-Hanks (Information - Opportunity - Insight - Engagement - Interaction) extends the client value and accentuates the strategic role Harte-Hanks brings to the market. For additional information, visit Aberdeen http://www.aberdeen.com or call (617) 723-7890, or to learn more about Harte-Hanks, call (800) 456-9748 or go to http://www.harte-hanks.com.

© 2007 Aberdeen Group, Inc., a Harte-Hanks Company
260 Franklin Street
Boston, Massachusetts  02110-3112
Telephone: (617)723-7890
Fax: (617) 723-7897
www.aberdeen.com

Media Contact:

Alan Hubbard
Aberdeen Harte-Hanks
(617) 854-5301
[email protected]

More Stories By Marketwired .

Copyright © 2009 Marketwired. All rights reserved. All the news releases provided by Marketwired are copyrighted. Any forms of copying other than an individual user's personal reference without express written permission is prohibited. Further distribution of these materials is strictly forbidden, including but not limited to, posting, emailing, faxing, archiving in a public database, redistributing via a computer network or in a printed form.

IoT & Smart Cities Stories
BMC has unmatched experience in IT management, supporting 92 of the Forbes Global 100, and earning recognition as an ITSM Gartner Magic Quadrant Leader for five years running. Our solutions offer speed, agility, and efficiency to tackle business challenges in the areas of service management, automation, operations, and the mainframe.
At CloudEXPO Silicon Valley, June 24-26, 2019, Digital Transformation (DX) is a major focus with expanded DevOpsSUMMIT and FinTechEXPO programs within the DXWorldEXPO agenda. Successful transformation requires a laser focus on being data-driven and on using all the tools available that enable transformation if they plan to survive over the long term. A total of 88% of Fortune 500 companies from a generation ago are now out of business. Only 12% still survive. Similar percentages are found throug...
After years of investments and acquisitions, CloudBlue was created with the goal of building the world's only hyperscale digital platform with an increasingly infinite ecosystem and proven go-to-market services. The result? An unmatched platform that helps customers streamline cloud operations, save time and money, and revolutionize their businesses overnight. Today, the platform operates in more than 45 countries and powers more than 200 of the world's largest cloud marketplaces, managing mo...
The platform combines the strengths of Singtel's extensive, intelligent network capabilities with Microsoft's cloud expertise to create a unique solution that sets new standards for IoT applications," said Mr Diomedes Kastanis, Head of IoT at Singtel. "Our solution provides speed, transparency and flexibility, paving the way for a more pervasive use of IoT to accelerate enterprises' digitalisation efforts. AI-powered intelligent connectivity over Microsoft Azure will be the fastest connected pat...
Apptio fuels digital business transformation. Technology leaders use Apptio's machine learning to analyze and plan their technology spend so they can invest in products that increase the speed of business and deliver innovation. With Apptio, they translate raw costs, utilization, and billing data into business-centric views that help their organization optimize spending, plan strategically, and drive digital strategy that funds growth of the business. Technology leaders can gather instant recomm...
At CloudEXPO Silicon Valley, June 24-26, 2019, Digital Transformation (DX) is a major focus with expanded DevOpsSUMMIT and FinTechEXPO programs within the DXWorldEXPO agenda. Successful transformation requires a laser focus on being data-driven and on using all the tools available that enable transformation if they plan to survive over the long term. A total of 88% of Fortune 500 companies from a generation ago are now out of business. Only 12% still survive. Similar percentages are found throug...
As you know, enterprise IT conversation over the past year have often centered upon the open-source Kubernetes container orchestration system. In fact, Kubernetes has emerged as the key technology -- and even primary platform -- of cloud migrations for a wide variety of organizations. Kubernetes is critical to forward-looking enterprises that continue to push their IT infrastructures toward maximum functionality, scalability, and flexibility. As they do so, IT professionals are also embr...
CloudEXPO has been the M&A capital for Cloud companies for more than a decade with memorable acquisition news stories which came out of CloudEXPO expo floor. DevOpsSUMMIT New York faculty member Greg Bledsoe shared his views on IBM's Red Hat acquisition live from NASDAQ floor. Acquisition news was announced during CloudEXPO New York which took place November 12-13, 2019 in New York City.
In an age of borderless networks, security for the cloud and security for the corporate network can no longer be separated. Security teams are now presented with the challenge of monitoring and controlling access to these cloud environments, at the same time that developers quickly spin up new cloud instances and executives push forwards new initiatives. The vulnerabilities created by migration to the cloud, such as misconfigurations and compromised credentials, require that security teams t...
The graph represents a network of 1,329 Twitter users whose recent tweets contained "#DevOps", or who were replied to or mentioned in those tweets, taken from a data set limited to a maximum of 18,000 tweets. The network was obtained from Twitter on Thursday, 10 January 2019 at 23:50 UTC. The tweets in the network were tweeted over the 7-hour, 6-minute period from Thursday, 10 January 2019 at 16:29 UTC to Thursday, 10 January 2019 at 23:36 UTC. Additional tweets that were mentioned in this...