Vpi Datamonitor Contact Center Optimization In A Challenging Economy
by Roberto Grossi , Business and Social Media Consultant at Social Media Easy (http://www.socialmediaeasy.it) on Oct 19, 2009
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The challenges of the current economy are forcing enterprises to rethink their approach to customer service as customer...
The challenges of the current economy are forcing enterprises to rethink their approach to customer service as customer
retention comes to the fore. Enterprises must align contact center operations to new corporate objectives while keeping
costs low. In the contact center, complexities have vastly increased with the growing number of communication channels,
such as phone, Web, SMS, email and web chat, which make customer service more difficult to manage. Business agility is
paramount as enterprises strive to maintain the right balance in keeping customer satisfaction high and operational costs
low. Enterprises face the ongoing challenge of balancing efficiency and effectiveness, particularly in a down economy
where efficiency more naturally becomes the focus. Using workforce optimization technologies (WOTs) to maintain a closer
equilibrium between efficiency and effectiveness places the business in a healthy position and leaves it well positioned for when the tide changes.
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