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.
We want to make sure you have the freshest information possible, so we’ve updated that chart to reflect the state of the contact center market for Q2. more
If improving customer experience is important to you (it should be), then 2017 may be a good year to reevaluate the software you use for your contact center. With customer preferences shifting, the importance of an efficient contact center has never been higher. You cannot afford to simply focus on keeping costs low. Significant competitive advantages are available to businesses who manage this area effectively. more