Research Director, Contact Center & CEM

Company: Aberdeen Group
Location: Boston, MA
Posted on: November 18, 2015

Job Description:

Aberdeen Group seeks a Research Director, Contact Center & CEM in Boston,

MA

Duties: Establish market-sensitive research agenda spanning contact center

management, customer engagement, voice of the customer, social customer

care, customer analytics, and workforce optimization best practices and

trends. Conduct vendor briefings, web surveys, and end-user interviews to

collect primary market intelligence and build market credibility. Deliver

speculative and made-to-order content in multiple form factors – short- and

long-form papers, blogs, videos, speeches, webinars, eBooks, etc. Present

findings in written, spoken and multimedia formats as a leading industry

thought leader. Assist in building long-term relationships with technology

vendors and end-user organizations. Meet revenue and production goals in

collaboration with sales, content, editorial, and marketing colleagues.

Maintain a high level of expertise and currency in the Contact Center/CEM

market, following technology changes and industry trends.

Education and Experience:

MBA and four (4) years of experience conducting market research to identify

Contact Center and Customer Experience Management (CEM) best practices.

Special Requirements:

Also requires demonstrated expertise: performing survey design, data

collection and analysis of market research projects; DE utilizing SNAP and

Cvent to design user intuitive surveys and analyze results; DE interacting

with end-users to build case studies; DE monitoring the finance and budgets

of market research projects; DE interfacing directly with executives of

technology and service provider organizations to identify business

requirements.

For the position listed above, interested candidates may mail resume to

Attn. Holly Frisque, Aberdeen Group, 9980 Huennekens Street, Suite 200, San

Diego, CA 92121

Keywords: Aberdeen Group, Boston , Research Director, Contact Center & CEM , Other , Boston, MA, Massachusetts