Contact Center and CRM Best Practices

Using Workforce Productivity Solutions and Practices to Turn the Contact Center into a Profit Center

The traditional view of the contact center as a cost center that needs to be managed solely for efficiency is outmoded. For your company to remain competitive, your contact center has to go beyond cost savings and evolve into a revenue contributor.

The enormous potential of the contact center as a tool to build customer loyalty, win new customers, and increase revenue has now been recognized by progressive companies.  In addition to trying to keep costs down, these organizations are setting new goals, putting new practices in place, and investing in new technology that takes workforce management to the higher level of workforce productivity.

Workforce productivity techniques include tying contact center metrics to business goals such as growth and profit; empowering contact center staff to take responsibility for their own contributions; and implementing advanced technologies that can do more than traditional forecasting and scheduling applications.

One of the most powerful of these new technologies is analytics, a new approach to reporting that combines contact center statistics with business data, focuses on the information most relevant to business goals, matches that information to specific tasks inside the contact center, and gives users the ability to analyze root causes and take corrective actions.

An in-depth white paper by Aspect explains the concept of workforce productivity and the technologies that support it, and offers guidance in selecting workforce productivity technology and for choosing  the right vendor  to make your program a success.

The Aspect white paper Using Workforce Productivity Solutions and Practices to Turn the Contact Center into a Profit Center is available on CRMXchange.

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