During an economic slowdown, customer service managers need to take a close look at their contact center operations to find ways to reduce costs while maintaining high levels of customer support. Too often, customer service managers continue with established practices for handling customer interactions that don’t reflect the changes in customer expectations and their communication preferences. Single channel focus for customer service that separates telephone calls from online transactions results in higher operational costs and lower customer satisfaction ratings. Contact centers represent a complex ecosystem that supports numerous processes and applications that may be too expensive to upgrade at this time. But as a customer service manager, you can start with 10 things you can afford to do today to improve performance and build greater efficiency into your operations.
A Forrester Report discusses – 10 steps for reducing contact center expenses.