Whitepaper

Contact Center Optimization: Use Data to Deliver Superior Customer Care

This Aberdeen whitepaper reveals how the best-in-class customer care organizations use analytical tools to improve customer satisfaction without incurring unnecessary costs.

Some of the findings and insights in the whitepaper:

Past decade brought a tectonic shift in the primary drivers for many contact centers.

While customer care/service organizations have traditionally been focused on meeting their operational objectives,delighting the customers was an after-thought for many businesses

91% of customer care/service departments indicate that their top priority is delivering a superior customer experience.
The best customer care strategists used enterprise-ready analytics to determine which inefficiencies result in increased costs--and how to address them in a timely manner