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Collapse of the Cost Center: Driving Contact Center Profitability

Author: ICMI Research

Publisher: ICMI

Number of Pages: 22


This ICMI Research Report will provide contact center professionals with the data and case studies they need to identify, demonstrate, and defend their strategic value, return on investment, and overall benefits to the organization.

Overcoming the cost center stigma is not a new challenge for contact centers. In particular, the contact centers that are not revenue generating fight this battle on a regular basis as they attempt to quantify how their services help the profitability of the greater organization.

In the spring of 2015, the International Customer Management Institute (ICMI) and Zendesk launched the “Moving from Cost to Profit Contact Center Research” survey to discover what challenges contact centers face today in becoming a profit center and what steps other organizations have taken to successfully make the transition from cost center to profit center.

Just one of the key findings outlined in this report revealed over 62% of contact centers are thought to be perceived as a cost center by their organizations.

Your contact center has all of the makings of a profit center, and it is up to you to engage your team, your resources, and your expertise to make it happen.

Download this report to gain the key insights that reveal where many organizations are missing the mark today and what opportunities lay ahead. Use this insight to plan and execute your plan for uncovering the hidden profit in your contact center.

You might also be interested in these other complimentary resources derived from the research.

Webinar: The Top 3 Tips to Becoming a Profit Center

Whitepaper: Uncover the Hidden Profits in Your Contact Center


Topics: Strategy, Best Practices, Management And Budgeting

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