Turn your contact centre into a profit generator

The other day, I came across a report albeit not a very recent one (Collapse of the Cost Center: Driving Contact Center Profitability), by International Customer Management Institute, 2015 which points out that over 62% of contact centers were thought to be perceived as a cost center by their organizations

Respecting the superheroes who keep contact centres going

Way back in the early part of this century Channel 4 News ran a campaign focused on how contact centres were having a detrimental effect on the life of those who worked in them. Shamed as ‘dark satanic mills’ by the Blake-quoting reporters, the contact centres at the time were presented as little more than the modern-day equivalents of the Victorian workhouse.

Your contact centre could be the best sales team ever

Some business commentators have recently argued that the traditional contact centre is finished. Robots, voice recognition and Artificial Intelligence (AI) are all creating an environment where customers will no longer need to speak to a human when they need help – the robots will be faster and better.

I beg to differ. The technology is getting better no doubt, but I believe the role of the contact centre agent is becoming more important than ever for brands that want to build a better relationship with their customers. With an increasingly complex customer journey, this ability to empathise and connect is more important than ever.