CRM in Focus   /     Cutting contact center costs comes with risks, rewards

Description

Cutting operational costs is always on contact center leaders’ minds. Efficiency is the key when dealing with technological investments and staffing concerns. Problems arise when managers are trying to cut costs while still keeping service levels high. In this age of the customer, consumers’ expectations are sky high and it can be tricky for companies... The post Cutting contact center costs comes with risks, rewards appeared first on CRM in Focus.

Summary

Cutting operational costs is always on contact center leaders’ minds. Efficiency is the key when dealing with technological investments and staffing concerns. Problems arise when managers are trying to cut costs while still keeping service levels high. In this age of the customer, consumers’ expectations are sky high and it can be tricky for companies to cut costs but also maintain good customer service. Sometimes this entails investing in new technologies and abandoning old ones or updating long-held strategies altogether.   CRM In Focus spoke to contact center expert Scott Sachs to talk about virtual contact centers, online self-service and other measures that streamline service, alleviate some costs and keep contact centers’ service offerings high. The post Cutting contact center costs comes with risks, rewards appeared first on CRM in Focus. The post Cutting contact center costs comes with risks, rewards appeared first on CRM in Focus.