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.
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
Studies have shown that a person has less than seven seconds to make a lasting first impression. As far as your business’ contact center is concerned, the same holds staggeringly true. more
Are you paying too much for your contact center software? Are you satisfied with its capabilities, or do you wish it did more? These are questions most businesses don’t take the time to think about, even though contact center software is one of the most important investments that you’ll make. With a little bit of planning, you can end up saving money and still end up with better functionality. more