Customer service delivery is no longer limited to the realms of the contact center or to the outreach of field service. As the availability of product and service information on the Internet grows and communications platforms proliferate, both the providers and receivers of service have larger networks through which to communicate, interact and transact. For the providers of service, a mastery of service information available to all stakeholders, whether internal or external, on all delivery channels and platforms, can greatly influence the efficiency with which customer requests for service are met, ultimately resulting in higher service margins (24% for Best-in-Class vs. 13% for all others) coupled with significantly higher levels of customer satisfaction.

This Aberdeen Research report provides an in-depth look how contact centers can significantly improve customer satisfaction by better understanding the process, procedures and technologies used by industry leaders.