Leveraging Contact Centers To Increase Corporate Value During Down Markets
It's a fact that the global economy has slowed, prompting contact center managers and IT leaders to explore strategies for maintaining efficiency and meeting revenue targets with fewer resources and constrained budgets. But within a contact center environment, there are many opportunities, sometimes hidden, to actually maximize efficiency and still control and possibly reduce costs. With an expert, holistic examination of operations and identification of areas of improvement, management can be proactive in identifying and implementing strategies that not only help their businesses navigate through a potential economic downturn, but accomplish business results that remain beneficial after the economy recovers. Eddie Jenkins, Vice President, Customer Service Practice for the Professional Services business at Avaya, joins me to discuss leveraging contact centers for strategic corporate value, which means increasing revenues, corporate productivity and gaining market share during down markets.