The Business Value in Balancing Call Center Efficiency with Customer Satisfaction
Less than one third of contact center professionals surveyed rate their centers as successful at achieving the balance between call center efficiency and customer experience. This whitepaper shows how the call center can become a true value center by moving beyond the imperative to deliver services efficiently and focus on the larger and more complex goal of creating high levels of value for their organizations and customers.
This whitepaper from ICMI challenges call center executives and managers to think about the relationship between call center efficiency and the customer experience with a goal toward increasing the call center’s ROI. It offers insight on:
- The value that the call center can create for the organization
- The people, processes and technology that support key contact center objectives for delivering quality service efficiently
- Roles and responsibilities for key players in the contact center for achieving this critical balance
About Our Sponsor
This whitepaper and the underpinning research were made possible by the underwriting support of Avaya. ICMI research sponsors do not have access to research participant information, including individual survey responses.
TAGS:
Operations Management, Strategic Value
