Blending in the Call Center: Benefits, Barriers and Breakthroughs
Smart Considerations for Inbound and Outbound Contact Center Operations
In today’s shifting economic and customer demand environment, using the call center to drive brand-differentiating customer satisfaction and to drive revenue are joining operational efficiency as leading strategies for the best-performing organizations. Blending is not always the perfect solution for every contact center; however, this whitepaper focuses on blending inbound and outbound operations in the call center, sharing what call center professionals all over the world have identified as the benefits of blending (both real and perceived), the barriers and areas where there may be breakthroughs in today’s process and technology arenas that would enable the blended contact center.
About Our Sponsor
This whitepaper and the underpinning research were made possible by the underwriting support of Five9. ICMI research sponsors do not have access to research participant information, including individual survey responses.
TAGS:
Cost Performance, Workforce Management/Staffing, Sales in the Call Center, Inbound Sales, Outbound sales, Blending sales and service, People Management
