Omer Minkara

Omer Minkara

Omer Minkara is research director leading contact center and customer experience management research at Aberdeen Group. 

Articles by Omer Minkara

Do you have a traditional call center or an intelligent contact center?
Posted June 22, 2018

Helping customers help themselves — also known as "self-service" — has become a necessity in customer experience (CX) programs.
Posted April 20, 2018

Companies with service and marketing alignment achieve far superior annual gains.
Posted February 16, 2018

Companies using chat bots typically perform better in some key customer service metrics.
Posted December 08, 2017

Is digital transformation the new big data?
Posted September 22, 2017

Best-in-class firms using social media to service customers derive some very impressive results.
Posted April 28, 2017

How best-in-class firms differ from others and how you can turn your company into one.
Posted January 20, 2017

Engaged contact center agents are a sure-fire way to keep costs under control.
Posted November 04, 2016

Don't assume that all promoters will automatically start spreading positive word of mouth.
Posted August 05, 2016

Knowledge management helps contact center agents find information quicker, speeding customer responsiveness.
Posted May 13, 2016

The use of cloud contact center technologies is on the rise, but companies still need to do more to maximize returns.
Posted February 05, 2016

Social media offers organizations a world of customer insights and performance improvement opportunities. However, a misguided strategy is enough to turn it all into failure.
Posted November 06, 2015