One further suggestion: when discussing the ROI of call center technology, demonstrate customer experience-based ROI, such as the impact on revenues of customers' turnover. Do not focus on cost reduction. Focusing on cost reductions will only position your call center as a costs center and not as a customer experience creation center.
Dig Deeper on Contact center software and applications
Related Q&A from Lior Arussy
Find out the best way to use a customer segmentation strategy to design a retention model that allows you to hold onto current customers and provide ... Continue Reading
Read about how to make a more customer-centered and innovative workplace organizational culture, with tips on collaboration, education and the voice ... Continue Reading
Learn customer experience metrics, including how to track and measure the impact a website redesign may have on the online customer experience, in ... Continue Reading