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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.

The 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 (e.g. average handle time and SLA compliance), delighting the customers was an after-thought for many businesses.

Today, 91% of customer care/service departments indicate that their top priority is delivering a superior customer experience. Despite these changes, companies also indicate that they are struggling with increasing costs that impact their ability to successfully execute on their objectives. 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.