-- Reduction in contact center expenses
-- Improvement in contact center uptime
"In addition to technology adoption, firms will need to develop a culture
that supports standardization, training, vendor management, and
virtualization," states Alan W. Hubbard, senior vice president of the
Customer Service & Support practice. "These areas are critical to the
success of the contact center." Aberdeen's report on contact center
consolidation indicates that Best-in-Class leads the way with 61% having a
multi-tenant platform in place versus 32% of Industry Average companies.
"Multi-tenancy is a key enabler for a virtual contact center," says
Hubbard, "as customer demands increase a virtual platform to allow new
sites to be brought online more quickly." Aberdeen's report has an
interesting case study about VisitBritain's creation of a truly global call
center. The case highlights the use of virtualization to reduce costs and
improve deployment flexibility.
The report summarizes by stating that Best-in-Class firms look to
consolidate resources that will enable them to improve the agent / customer
interaction and provide feedback into the improvement process. It further
states that Best-in-Class must follow through with the following in order
to attain this goal:
-- Develop processes for improving agent efficiencies
-- Implement a high performance / availability hardware platform
-- Implement a virtual contact center platform.
The report outlines the results Best-in-Class organizations have seen
across several key contact center metrics and compares these results to
those of Industry Average and Laggard companies. A complimentary copy of
this report is made available due in part by the following underwriters:
CosmoCom and Altitude Software. To obtain a complimentary copy of the
report, visit: http://www.aberdeen.com/link/sponsor.asp?cid=4665.
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.
© 2008 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
Contact Information: Media Contact: Alan W. Hubbard Aberdeen Harte-Hanks (617) 854-5301 alan.hubbard@aberdeen.com