Virtually all interactions between a customer and the contact center touch multiple systems across the enterprise, each used to store and manage its own data. To date, contact centers have focused on measuring the effectiveness of individual systems to better manage their customer interactions. Now, as businesses realize that the customer experience spans these multiple systems, they adopt a broader perspective, one where a unified view of the customer interaction data in all the contact center systems holds the key to delivering a satisfying end-to-end customer experience.
View this Transera webinar and hear Omer Minkara, Research Analyst in the Customer Experience & Service Management practice at the Aberdeen Group, share results from Aberdeen’s latest Customer Analytics research. Participants will learn:
Omer Minkara is a Research Analyst in the Customer Experience & Service Management practice at the Aberdeen Group. He focuses his research on Customer Experience Management (CEM) and the Contact Center. In his research, Omer covers the Best-in-Class practices and emerging trends in the technologies and business processes used to enhance customer experience across multiple interaction channels (e.g. social, mobile, web, email and call center).