Newsletters
Customer Relationship Management News NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
This ad will display for the next 20 seconds. Click for more information, or
Home CRM Systems Customer Service Contact Centers Business Intelligence More Topics...
Press Releases
DDoS Protection Powered By Verisign
Average Rating:
Rate this article:  
Turn Your Contact Center into a Profit Center in 2014

Turn Your Contact Center into a Profit Center in 2014

News as reported by the company
Share
Share on Facebook Share on Twitter Share on Linkedin Share on Google Plus

3 Keys to Turning Your Contact Center into a Profit Center in 2014 - By John Cray
 


Although the term “profit center” has been bandied about from time to time over the past 10 years, it’s often more of a nice gesture than a reality. As the technology landscape has evolved, however, giving way to multi-channel communications and innovations such as social media listening engines, the possibility of the profit center is finally within reach. Before organizations can realize this goal, they need to address three key areas.

1. Recognize the Value of Contact Center Agents. As important as it is to leverage the latest multi-channel contact center technology and automated notification systems, the role of contact center agents is more important than ever. High turnover among contact center agents not only compromises your ability to provide quality customer service, but also creates a burden of constant hiring and training of new employees, which can hurt morale and further complicate matters. A 2013 ContactBabel survey of 205 contact center managers found that 27% of agents leave their jobs every year, and in certain markets, like outsourcing, the attrition rate surpasses the 50% mark. Before any company can operate a profit-generating contact center, it has to create an environment where contact center agents feel valued and are supported with the necessary tools to take care of customers.

2. Embrace Customer and Employee Mobility. Research firm MarketsandMarkets estimates the BYOD (bring your own device) and enterprise mobility market is growing at 15% CAGR (compound annual growth rate), reaching $181 billion by 2017. Additionally, the Pew Research Center says that 56% of all American adults are now smartphone users. Savvy businesses are using this trend to their advantage by creating apps that allow customers to click on an icon and engage in any number of cross-channel interactions, including text, video, social media, and live chat. Mobile solutions also allow contact center supervisors to do their jobs without being tethered to workstations and to be more engaged with the struggles/challenges their subordinates face.

3. Don’t Underestimate Social Media. Just about every company gives lip service to the importance of social media, but very few take it seriously. In fact, according to research from Ovum, nearly half of major banks around the world have no strategy at all for using social media channels in their customer support functions. Even more revealing: Only 6% of banks that do leverage social media use it to respond to customer requests. The fact of the matter is those organizations that truly want their contact centers to become profit centers are making it as easy as possible for their customers to find their organizations through Twitter, LinkedIn, Facebook, bulletin boards, and their own blogs. Additionally, these same companies are monitoring their social media channels 24/7, so they can quickly mitigate damage from criticism or take advantage of new business opportunities or kudos.

Organizations that recognize the value of contact center agents and employ the latest multi-channel contact center technologies and strategies to support their agents and customers are the ones that demonstrate they understand the value of creating a positive customer experience, which was, is, and always will be the ultimate litmus test as to whether a contact center is an expense or an asset.

John Cray is the Director of Marketing and Product Management for Zeacom (www.zeacom.com), an Enghouse Interactive Company and leading provider of multi-channel contact center and business process automation solutions.
 

Tell Us What You Think
Comment:

Name:

Robbin:

Posted: 2014-01-31 @ 1:39am PT
I like this article, as more often a customer service call center is treated as cost center and so there is not much growth opportunity in the center for the call center agents and call center is treated as a less important part of an organisation and thereby most of the agents prefers to leave the call center and management have to recruit another agent and spend time and money in training them and again the same story continues again and again & call center still remains as cost center for the organisation.

Do write more articles on this topic. thanks



Salesforce.com is the market and technology leader in Software-as-a-Service. Its award-winning CRM solution helps 82,400 customers worldwide manage and share business information over the Internet. Experience CRM success. Click here for a FREE 30-day trial.


 Press Releases
1.   Pipeliner CRM Appoints New COO
2.   Pipeliner Updates Product Features
3.   Porticor Boosts MS SQL Encryption
4.   Vectra Networks Gets Funding Boost
5.   AppSense Updates DesktopNow Suite
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Chinese Hackers Nab Info on Millions of U.S. Patients
A group of Chinese hackers has stolen the personal information, including names and Social Security numbers, of about 4.5 million patients at hospitals operated by Community Health Systems.
 
Premier FBI Cybersquad in U.S. To Add Agents
After helping prosecutors charge Chinese army officials with stealing trade secrets from major companies and by snaring a Russian-led hacking ring, the premier FBI cyber-squad is getting a boost.
 
Apple Opens iCloud Data Center in China
Treading lightly, Apple acknowledged it has started to store encrypted iCloud personal data of some Chinese users on servers in mainland China, operated by the state-owned China Telecom.
 

Enterprise Hardware Spotlight
Compression, Deduplication Come to Violin Concerto 2200
Violin Memory has announced that data deduplication and compression capabilities are now available on its Concerto 2200 solution. Typically, users will experience deduplication rates between 6:1 and 10:1.
 
Cisco Axes 6,000 Employees in Restructuring Plan
Faced with declining profits, Cisco is laying off up to 6,000 employees in the months ahead -- a whopping 8 percent of its global workforce. That's in addition to the 4,000 jobs Cisco cut last year.
 
Web Slows, Have Internet Routers Reached The Limit?
If you encountered problems connecting to the Internet on August 12, you weren't alone. Networking experts blame the wide-scale slowdown on outdated routing systems that are reaching their limits.
 

Mobile Technology Spotlight
HTC Debuts Windows Phone Version of One M8 Smartphone
HTC is bringing the Windows Phone mobile OS to its flagship One M8 device -- the first time any mainstream flagship smartphone has been offered with a choice of operating systems.
 
Verizon Earns Top Rating in Mobile Network Comparison
A new report says Verizon Wireless was the top-performing U.S. cellphone service provider in the first half of 2014, on a nationwide and state-by-state basis, as well as in metro areas.
 
Sprint Comes Out with Data Guns Blazing
As its new CEO promised, Sprint has rolled out a new aggressively competitive price plan. The shared data plans promise twice the high-speed data and at lower prices than AT&T and Verizon Wireless.
 

Navigation
CRM Daily
Home/Top News | CRM Systems | Customer Service | Contact Centers | Business Intelligence | Sales & Marketing | Customer Data | CRM Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.