Aberdeen surveyed 240 users and managers of IT support to find out how organizations in this new world can ensure that workers are productive and customers enjoy their products. The 107 support managers who responded to Aberdeen's survey ranked the metrics they use to evaluate their IT support staff...

Based on the findings of the Competitive Framework and interviews with end-users, Aberdeen's analysis of the Best-in-Class demonstrates that the success of the contact center strategy depends on a combination of specific capabilities and technology enablers. Aberdeen's research has identified sever...

In the March 2010 Aberdeen benchmark report "Multi-Site and Campus-Area Wireless LANs: Advantages of the Centralized Approach," 163 institutions were surveyed regarding their use of multi-site and campus-area wireless local area networks. This article provides an analysis into the pressures driving ...

Aberdeen's May 2009 report "Wireless LAN 2009: From Network of Convenience to Critical Infrastructure" described the progress that the Best-in-Class had made from transforming their WLAN from a casual network overlay to that of core IT infrastructure. It also reported that Best-in-Class organization...

The use of analytics in contact centers enables management to extract critical business intelligence that would otherwise be lost. By analyzing and categorizing recorded conversations between companies and their customers, useful information can be discovered relating to strategy, product, process, ...

As the enterprise progresses toward the goal of proving fully immersive and collaborative capabilities to remote individuals, it is important to realize the value of video not only as a technological achievement, but as a practical business enhancement. By presenting the strategic value of the vari...

The top pressures and strategic actions identified by Aberdeen's study of Best-in-Class companies indicate that unified communications must support both internal and external business pressures. Although companies have traditionally used a bifurcated approach of external-facing contact center and in...

For the upcoming March 2010 Aberdeen benchmark report, Multi-Site and Campus-Area Wireless LANs: Advantages of the Centralized Approach, 163 organizations were surveyed regarding their use of multi-site and campus-area wireless LANs. Certain vertical sectors had an especially strong representation a...

Aberdeen surveyed over 100 organizations between December 2009 and February of 2010 to identify the best practices enterprises are using that improve application performance management solutions' impact on end-user productivity and the business benefits of a "lifecycle" approach to application perfo...