Although call center environments vary, most executives share two common goals for improving the frontline: to do things better, and to do them cheaper. In response to this overwhelming demand to do more with less, one of the most common solutions to "cheaper" has been to cut labor costs through labor arbitrage or multi-sourcing. But many executives have discovered after the fact that "cheaper" came at the expense of "better," taking with it quality, and consequently, customer loyalty.
Provided by: UCN

A recent article in the Harvard Business Review reported that increasing customer retention rates by 5% increased profits 25% to 95%. This article underscores an important business fact: the role of the contact center is beyond customer service, the contact center has revenue responsibilities. And, as the role of the contact center evolves, the transactions performed by contact centers evolve, ranging from taking orders, responding to marketing campaigns, and more interactions with customers.
Provided by: Contactual

You have already decided that an ondemand contact center solution is right for your company; now you have to evaluate the available contact center technology alternatives. Beyond the musthave features to meet your current and future business needs, there are several critical technology criteria to evaluate.
Provided by: Contactual

Today, on-demand contact centers offer clear advantages over on-premise solutions. But commonly held myths about the superiority of on-premise contact centers persist, making the process of accurately contrasting the two more difficult.
Provided by: Contactual

This paper is written for contact center executives, managers and decision makers who are evaluating or have chosen the on-demand platform as a viable replacement for premise-based infrastructure. This white paper takes a detailed look at the industry trends, the value proposition for on-demand contact center technology, linkages between functions, key tools, technologies and current agent optimization practices.
Provided by: UCN

This paper discusses options for deploying and managing a home-based agent model with the ultimate goal being increased customer loyalty. As the key driver in this model, other cumulative benefits result: higher agent productivity, reduced attrition, lower operational costs and stronger business continuity.
Provided by: UCN

In recent years, call centers have begun to deliver more value. In industries like banking where call centers can generate up to 25 percent of total new revenues or telecommunications where they can contribute up to 60 percent of revenue, it’s easy to see why. But even without the sales component, the link from satisfied customer to loyal customer to increased revenue is not hard to make.
Provided by: UCN