Enhancing Interaction Center ROI in Turbulent Economic Times
Interaction center managers, along with their counterparts in sales, marketing, and service, are being asked to deliver greater value on shoestring budgets. While the conventional reaction in tough economic times is to simply cut costs and services, the nature of the current downturn indicates that austerity measures of the past won't work today. Customer satisfaction is paramount. Your competitors are delivering increasing value by revamping their contact centers - and you certainly don't want to lose your hard-won and loyal customers. To better weather the storm, you can release the untapped potential of your interaction center (IC ) and take advantage of opportunities presented by new software to enable IC processes. By building on your investments in IC processes and workforce optimization software - and going beyond traditional data sources to drive these applications - you can do more with less. Specifically, you can enhance effectiveness while cutting costs.