Call centers — or contact centers — have long been viewed as money pits, a necessary yet costly communications hub full of dollar-draining agents and overhead expenses. Part of the problem with this negative perception, however, stems from the fact that many companies simply don't know how to properly leverage a call center's financial perks. In fact, Ventana Research Inc. discovered that the measures used to manage a center haven't changed a great deal in the last 5 to 10 years, and that the focus remains on efficiency of handling calls and maximum throughput from the smallest number of agents. The result: a jaded view of a potential profit center.
Here's how a technology-enhanced contact center can generate revenue and cut costs.
Your contact center and call center represent your business. With the right software, you can make a positive impact on your customers and clients. Are your customer service teams and sales teams setup for success with the latest tools? Find out with our guide. more
Although contact centers used to be synonymous with call centers, those days are now behind us. More and more companies are now providing customers with the option to contact customer service representatives through web chat. This is a win-win. Customers receive service that better meets their needs, and companies reap the benefits of satisfied customers. more