The standard way way of measuring ROI with Contact Center software solutions is by evaluating solutions on a vendor-by-vendor basis; a process that is both time-consuming and reality-altering (after all, companies spend billions of dollars in marketing per year to buy their products).
Instead try using a reverse-selection buying process, and look at what elements help different types of ROI. When buying a Contact Center solution most companies are looking for several elements to be improved—in order to achieve the ROI they are looking for. To achieve a return on your investment you need to: improve your customers' experiences, improve operational efficiencies, and improve IT efficiencies.
Customer satisfaction is essential, after all they are where the money comes from. Improved customer experiences is the easiest way to achieve ROI because it has measurable and quantifiable results. By choosing certain features within a Contact Center system you can improve your customer experiences, thereby ensuring a high customer-return ratio, increase your up-selling and cross-selling opportunities and gain valuable customer-based referrals. ROI-driven Contact Center solutions look for: significantly reduced hold times, improved agent responsiveness, decreased call transfer and wait times, increased personalization, create contact-sensitive treatment and scripting, and expansion on self-service options.
The features you need to ensure an improved customer experience are:
Owning a solid Contact Center solution will also ensure that your team runs optimally. Next to your contact center software your employees are your most valuable resource; so be sure to make the most of them. A call center or contact center solution will put the processes in place that you need to properly train, run, and manage your contact center representatives. A well-fitted solution will ensure that you: fully leverage your CRM application, ensure that you blend your inbound and outbound calling, make more proactive contacts, and decrease talk time.
The features you need to ensure improved operational efficiencies are:
Your call center solution can also ensure that you leverage technology in the most efficient ways possible. By employing the proper solution for you, you will minimize downtime, ensure inter-program compatibility, reduce the need for staff and operational costs, improve routing, simplified agent interfaces.
The features you need to ensure improved IT efficiencies are:
Together, technology and the connective power of the internet are making drastic changes in what a typical work setting looks like today, and many companies are beginning to rely more upon a remote workforce. In fact, according to Global Workplace Analytics, “regular work-at-home, among the non-self-employed population, has grown by 105% since 2005.” more
Did you know that, according to Forbes, 86 percent of customers will pay more for a better customer experience? Customer satisfaction is always a worthy business pursuit, but to identify customer preferences and exceed expectations, you must keep pace with innovations in the technology your customers are using. more
Creating a great customer experience for each person who reaches out to your customer support center is vital to developing a loyal and ravenous customer base for your business. In fact, according to Walker Information, Inc., “By 2020, customer experience will overtake price and as the key brand differentiator.” more
With the ever-proliferating number of contact center software vendors, it can be difficult to determine which software application is right for your business. This guide for 2017 includes information about eleven top contact center vendors, including information on pricing, features, and strengths and weaknesses. more