The "Agent Desktop Optimization: Agents can Finally Focus on the Customer" research study by Omer Minkara, Research Analyst, Service Management/Contact Center, details how Best-in-Class contact centers improve agent productivity by building an infrastructure that seamlessly integrates the agent desktop with the entire enterprise. On average, agents currently use at least five different screens to access separate systems that provide them with information required to serve customers. Agent desktop optimization initiatives help contact centers overcome this challenge by using a unique set of business processes and technologies to empower agents with timely and relevant information. This report highlights actions that can be taken to help contact centers improve agent productivity, reduce unnecessary costs resulting from inefficient agent desktop processes, and ultimately achieve customer delight. To obtain a complimentary copy of the report visit: http://www.aberdeen.com/link/sponsor.asp?spid=30410182&cid=8125&camp=2.
"Managing System Design Complexity: 3 Tips to Save Time," by Michelle Boucher, Senior Research Analyst for the Product Innovation & Engineering practice at Aberdeen examines how improving systems engineering practices offers the ability to respond to customer demands for higher value in less time and at less cost. Survey respondents report that embedded code in their products has increased by 25% over the last two years, increasing the importance of systems engineering. This growth is attributed to the fact that embedded software creates new options for innovative features and functions that open doors to revenue. However, this opportunity for greater innovation increases the overall complexity of product development, requiring new methods for managing this complexity. This report examines the strategies of managing system design complexity, identifying best practices to integrate software, electronics, and mechanical components into a unified system that works. The report provides a framework for improving systems engineering practices. To obtain a complimentary copy of the report visit: http://www.aberdeen.com/link/sponsor.asp?spid=30410182&cid=7710&camp=2.
About Aberdeen Group, a Harte-Hanks Company
Aberdeen Group, a Harte-Hanks Company (NYSE: HHS), is a global, full-service, multi-channel marketing services firm with deep expertise in developing research-based technology marketing content. Enabled by its team of 40 analysts covering 17 industry-sector categories, Aberdeen provides B2B marketers with relevant content assets available in multiple formats that target each stage of the customer buying cycle.
Aberdeen has offices in Boston and London. Harte-Hanks operates 25 offices in the United States, and has locations throughout Asia-Pacific, Europe, and Latin America.
© 2012 Aberdeen Group, Inc., a Harte-Hanks Company
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