How to Turn Your Contact Center Into a Profit Center - A Best-Practice Overview
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Overview: While costs can almost always be wrung out of nearly any part of an enterprise, in this case the management should first consider whether it can do more to enhance the top line to improve profitability. Many corporations put their lowest-paid employees in the contact center, a practice that may be fiscally unavoidable but doesnt suggest a focus on maximizing the customer experience. How each customers needs are met sets the tone for the customer relationship and, eventually, the top line for the company. In fact, for many companies, the contact center is the customer experience.