May 20 2017 The 3 Most Common Contact Center Automation ROI Myths
We’ve all seen them – those sales presentations stuffed with graphs, spreadsheets and charts that portend that all you need to do is sign a contract, and you’ll ascend to great heights as the financial savings hero within your company. Now I’ll ask the rhetorical question, “Have those promised savings ever really been found?” I […]
Read MoreApr 04 2017 The Hidden Cost Of Agent Dissatisfaction
When you’re talking about the ROI in the context of a contact center, typically the discussion will almost exclusively center around customer satisfaction. While this measurement is important, there is a potentially larger and more fundamental cost pool that is generally ignored. How satisfied your agents are with their job. Their satisfaction matters because of its direct […]
Read MoreFeb 23 2017 Is Your Contact Center IVR Not Delivering The ROI You Expected?
Stop me if you’ve heard this one before. A manager named Molly has been putting on a big show of the significant investments she’s making in her contact center’s IVR and agent systems. She states with a glint of triumph in her eye, “We’re going to save money, and we have automation to thank for it!” But behind […]
Read MoreFeb 17 2017 Customers Don’t Want To Be “Happy,” They Want You To Reduce Their Effort
It seems like everywhere I turn these days, someone is trying to help me unlock the door to finding happiness with a book, seminar, inspirational quote or a cheeseburger. It makes sense. For the vast majority of people, achieving genuine happiness in their lives is one of their primary goals. But for customers who are calling […]
Read MoreDec 10 2016 “Pound Zero For An Agent” Syndrome Is Robing Your Contact Center
Achieving Cost Reduction Goal For years most contact centers have made significant investments into their IVR’s and agent systems. But if those companies would be honest they’d tell you they still have not come close to realizing the ROI they were expecting, and many suggesting customer service and contact center costs are worse. I believe […]
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