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When times are tough every business unit is expected to not only tighten their belts and cut costs, but reinvent their strategies. Contact centers are no different. The changing dynamics of a contact center—one that’s integral to a customer-centric business strategy—are changing the way companies view their call center operations.
Shifting focus to generate revenues: Opportunities to upsell and cross-sell are exploited in the contact center now more than ever. Suddenly, CRM integration and knowledge base management are leading the way in terms of how companies interact with their customers. And, with high customer service levels now the industry norm, contact centers must go beyond order-taking and traditional customer service models to differentiate their business units and prove their value to the organization.
New Customer Interaction Methods: Customer interaction modes are shifting away from the telephone. A 2010 Frost & Sullivan reports how inbound customer interaction channels in 2010 compare with the channels in 2009.
As the image above suggests there is a significant shift towards non-traditional channels.
Important Trends: If you’re a part of the contact center industry, you may have noticed these other changes-
Spurred by the paradigm shift in how contact centers operate—going virtual and thereby eliminating the need for a physical call center—the role contact centers play in driving customer interaction strategies has expanded. Is your call center keeping up with the trends?