As our research clearly shows, companies have focused too heavily on technology in their contact centers and haven't paid enough attention to key process and performance measurement changes. Companies need to properly evaluate their customer-facing processes and provide call center representatives with supporting technologies that allow them to execute processes that improve operational effectiveness. Only in this way can they raise customer satisfaction and generate new business opportunities.
More Quotes from Richard Snow:
The results say that actual interest in revenue generation is still very low. All the talk about profit centers is just that -- it's all talk. The dominant driver in contact center maturity is still cost savings.Richard Snow
The whole agent thing hasn't changed since I started in call centers 15 years ago. The pattern stays the same. It's not a long-term career. It's not a well-paid job.
Richard Snow
Based on our recently released Customer Contact Center study, the most important drivers for these centers are cost and customer satisfaction -- factors that are not necessarily compatible, and may even be in conflict at times. The impact of this paradox ripples throughout the enterprise. Companies must consider the implications and how they will balance the conflict.
Richard Snow
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