BOSTON, MA — (Marketwired) — 09/24/13 — , a Company (NYSE: HHS), today announced the publication of a new research report from , Senior Research Analyst for its research practice.
“” 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:
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.
, 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.
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).
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 .
Follow Omer on Twitter @omer_aberdeen
Additional recent research reports from Omer Minkara include “,” “,” and “.”
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