Eight Essential Steps: Moving the Contact Center Beyond Operational Efficiency to Business Effectiveness
For years, the goal of the contact center has been to operate efficiently, keeping costs as low as possible. During the recent economic downturn, cost reduction became even more crucial, and most businesses measured the performance of their contact centers almost exclusively on how little they spent.
Today, however, the inward-facing, savings-oriented contact center is outmoded. Technology makes it possible, and competition makes it necessary, for the contact center to become an active contributor to revenue goals. Efficiency is no longer enough. To succeed in a fiercely competitive global economy, businesses must see the contact center for what it has the potential to be a profit center that can make significant contributions to the bottom line by fostering customer satisfaction and loyalty, winning new business, and increasing revenue.
This white paper explains how to move the contact center beyond operational efficiency to business effectiveness and provides best practices employed by businesses that already operate their contact centers as profit centers and touching on the technology that enables those practices. Continue reading to learn how to transform your contact center into a profit center.