Contact Center Solutions Featured Article

The Value of the Contact Center

October 24, 2012

The contact center is a company’s biggest asset in reaching out to current and potential customers, and it’s also a valuable tool in allowing loyal customers an avenue to reach the company, and even connect with specific individuals.

There’s a lot to accomplish in a given day within the contact center, activities that often demand the assistance of proven technology solutions.

For the contact center manager, how do they select the right solution to fit their needs?

Companies large and small rely on the contact center to reach out not only to customers, but to other departments within the company – or to satellite offices. Before the age of the Internet, most companies bought their own contact center infrastructure and set up a contact center on the premises.

Today, companies are either integrating their current system with a hosted service, or starting fresh with a hosted contact center exclusively.

Contact centers help employees manage their customers through a variety of media and applications, from phones to e-mail to live chats. Some of today’s contact centers are integrating SMS messaging to specific call lists to get real-time and immediate word out about special events or limited-time offerings on various services and products.

Companies that have constructed their contact center programs carefully will get value out of it, not only with better customer satisfaction and larger pools of potential customers, but also by enhancing the satisfaction of the employees who are more successful in their jobs because of an efficient contact center.

The contact center is a place where representatives have the opportunity to cross sell, assist customers with their issues or guide them to the correct product. It’s also a place where extremely valuable data is captured and stored. Administrators can run a variety of contact center software on the data to analyze and report on the various business processes that can be made to run more efficiently, thanks to the visibility the data provides.

There’s no doubt that the contact center is the central point of any business or enterprise. It’s where marketing ideas meet customer approval (or dissatisfaction). Multichannel marketing relies on the modern contact center and its various software and applications to carry out the essential information about goods and services that today’s consumers rely on.

Interactive Intelligence (News - Alert) Group, Inc. (ININ) is sponsoring an upcoming industry Web event focused on the importance of contact centers. The 75-minute webcast will begin at 11:30 a.m. (EST) on Tuesday, October 30, 2012.

The discussion brings industry analysts together to talk about best practices in establishing or upgrading a contact center. ININ’s chief marketing officer Joe Staples (News - Alert) will host the webcast.

For more information on how to register, check out this statement.




Edited by Braden Becker

Article comments powered by Disqus

Related Contact Center Solutions Articles

Logitech's USB headset H570e to Enhance the UC Experience

With workplaces constantly changing, there has been an accelerated demand for software and headsets; while the transition to a softphone is almost automatic, the search for a good affordable headset that's tuned to unified communications platforms isn't easy. However, Logitech has a new comfortable one lined up that might just suit their needs-the USB headset H570e. [ Read More ]
07/28/2014

Talk2Rep Partners with Lighthouse Works

Talk2Rep, Inc., a national business process outsourcing (BPO) provider based in Florida, has entered into a strategic partnership with Lighthouse Works. This partnership offers improved job opportunities for people who have poor visions. [ Read More ]
07/28/2014

Contact Center Solutions Week in Review

The Contact Center Solutions Community this past week once again delivered an eclectic mix of industry recognition, news about job opportunities/or lost ones, industry growth, new capabilities and some trend spotting. [ Read More ]
07/26/2014

Cairn Housing Association Deploys Netcall's Customer Engagement Suite

Cairn Housing Association has chosen Netcall's customer engagement suite to improve the way it interacts with customers. The not-for-profit Scottish organisation has intentions to enhance its service delivery by using social media analysis and engagement capabilities, for the first time ever. [ Read More ]
07/25/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!