People have been trying to turn contact centers into profit centers for years. Because they know that contact centers are often viewed only as a "necessary evil" by sales staffers (who hope that green, untrained customer service reps won't destroy the customer relationship) or regarded distastefully by others as a fat expense line in the budget, center managers look deep within to find ways to reduce costs and maybe, just maybe, bring in some top-line revenues without creating unnecessary channel conflict.
The good news is that many of the tactics are working. Contact center operators have made great progress in moving the dial. Successful tactics for evolving the contact center into a profit center often include:
The good news is that many of the tactics are working. Contact center operators have made great progress in moving the dial. Successful tactics for evolving the contact center into a profit center often include:
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Skills-based routing and enhanced sales training
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The use of IVR and self-help channels to offloading low-value contacts
- Allocating contacts to the appropriate rep, with service...
