Omer Minkara

Omer Minkara

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

Articles by Omer Minkara

The best-in-class have three key elements as part of their mobile customer engagement programs.
Posted August 11, 2022

Employee productivity has actually gone up for firms that have implemented work-from-home policies to deal with the pandemic.
Posted December 17, 2020

But the reality is that it cannot be fully automated. Companies still need humans to do what bots cannot.
Posted October 15, 2020

The cloud is the main deployment model for contact center systems; here are some considerations if you haven't already made the move.
Posted August 21, 2020

Gig economy workers present an opportunity for contact centers to address personnel shortages without the cost and effort of recruiting, hiring, and onboarding.
Posted June 19, 2020

Customer experience improvements, finding upsell and cross-sell opportunities, and ensuring regulatory compliance are the top reasons for speech analytics deployments.
Posted February 27, 2020

Customer data platforms can lead to hyper-personalization, if they are used properly.
Posted December 20, 2019

Self-service can help companies weather any financial storm without killing the customer experience.
Posted October 04, 2019

Once properly cultivated and incentivized, influencers can share news of their great customer experiences with their followers.
Posted July 12, 2019

Research shows that agents are more likely to respond to incentives that feed their egos than their wallets.
Posted May 16, 2019

Digital enablement doesn't mean replacing voice channels. It should be about supplementing and enhancing them.
Posted March 22, 2019

Above all else, customer experience leaders want perceived value from the solutions they choose to implement.
Posted February 08, 2019

Contact centers that have improved their customer experiences have empowered their agents with access to the right information.
Posted December 28, 2018

The research shows that contact centers using AI see higher metrics than those that are not.
Posted October 19, 2018

The cloud is gaining in appeal for contact centers of all sizes, and increased flexibility is the leading cause.
Posted August 17, 2018

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