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Uncover the Hidden Profits in Your Contact Center

Published: Jul 28, 2015

Pages: 8


This whitepaper provides actionable insights on how to effectively deliver value in four key areas and highlights where the opportunities for an organization to profit are hiding.

The missing piece in most customer service organizations today is a powerful connection between the day to day work of the contact center and the value it provides to the greater organization.  While a majority of contact centers provide some level of value to their organization, it is all too often loosely defined, vaguely articulated, and rarely quantified. The resulting end product is a perception by the rest of the organization that the contact is purely operating at a cost to them.  This is having a detrimental effect on the contact center’s ability to hire the right employees, invest in the right tools and resources, and ultimately provide a positive customer experience.

By uncovering the opportunities to increase efficiencies, customer experiences, and strategic insights, contact center leaders can move beyond cost center perceptions and towards profit center pleasures.
ICMI and Zendesk partnered on a research project in the first quarter of 2015 to better understand how contact centers can move from being perceived as “cost centers” to “profit centers”.  Our findings uncovered key contributing factors as to why today’s contact center struggles to identify, demonstrate, and defend their strategic value, return on investment and overall benefit to the organization.

This whitepaper reveals the key components to becoming a profit center and provides concise instruction and actionable ideas for overcoming the barriers in their way.  You’ll discover the dangers of neglecting valuable data points including forecast accuracy, customer retention, and voice of the customer feedback.

Lastly, receive best practices for measuring, managing, and reporting the most important insights leveraged by leading profit centers.

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