BOSTON, MA -- (Marketwire) -- 02/14/13 -- Aberdeen Group, a Harte-Hanks Company (NYSE: HHS), today announced the publication of new research reports from its Customer Experience & Service Management, and Networking & Applications Performance research practices.
The "Field Service 2013: Workforce Management Guide" research study by Sumair Dutta, VP and Principal Analyst, for the Customer Experience and Service Management research practice at the Aberdeen Group, details how leading organizations have been able to better manage their field service teams to drive a year-over-year 11.4% increase in field worker productivity, an increase achieved while growing top-line revenue and holding field service costs constant in order to yield a more profitable service enterprise. To achieve these results, leading organizations exhibited a comprehensive focus on all components of field service workforce management, beginning with hiring, training and personnel development, and extending to demand forecasting, resource planning and field service scheduling. To obtain a complimentary copy of this report visit: http://www.aberdeen.com/Aberdeen-Library/8325/RA-field-service-workforce.aspx.
The "Enhancing Customer Experience through CIO and CMO Alignment" research study by Omer Minkara, Research Analyst, Customer Experience and Service Management (Contact Center), illustrates the positive impact of marketing and IT collaboration in driving customer satisfaction across multiple channels. Organizations where marketing and IT work collaboratively to streamline multi-channel customer data capture, storage, and utilization processes reap substantial rewards associated with growth in annual company revenue, compared to those that lack such initiatives. To obtain a complimentary copy of this report visit: http://www.aberdeen.com/link/sponsor.asp?spid=30410182&cid=8305&camp=2.
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