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.
The average turnover rate for contact centers is two times greater than it is across all industries. This leads many to consider high agent attrition normal, but the truth is that you can save a lot of money by working to reduce it. more
Owning and operating a business comes with its fair share of ups and downs. That said, the more disheartening moments almost always seem to negatively influence your company’s bottom line. Though by no means an all-inclusive culprit, much of the time, a downtrending bottom line can be accurately chalked up to poor customer service—the numbers back us up on this one. more
We’ve put together a comparison guide that covers over 40 of the top call center software options, providing details on pricing, features, support, and integrations. If you want to save time and still make a great investment, this guide is a must read. more