From Cost to Profit Center: How Technology Enables the Difference
Excerpted with permission from the second edition of "From Cost to Profit Center: How Technology Enables the Difference," authored by Jon Anton and R. Scott Davis, Copyright 2003. Published by The Anton Press, a division of BenchmarkPortal Inc. ISBN 0-9719652-8-5. For more information about this book and similar titles, please visit The College of Call Center Excellence.
Chapter 3: The Impact of an Outbound Contact Management System on Agent Productivity
Chapter 6: Improving Contact Center Productivity through Optimized Workforce Management
Powerful technology solutions designed specifically for call centers allow imaginative executives to initiate sales and service strategies that could not have been successfully implemented until now. Through these innovative call center solutions, businesses are better able to:
- meet member needs
- increase satisfaction
- increase market share
- increase revenues
- reduce transaction costs
- improve call center agent retention
- acquire new members
- retain existing members
- increase profits and earnings per share
Our researchers have developed a scientific method to determine the impact that such enabling technologies have on leveraging a call center's ability to achieve all of the above.
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