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The Biggest Challenge Contact Centers Face

Posted: by: Chuck Ciarlo

What is the biggest challenge faced by every contact center, regardless of size or type? 

The answer is one you may already know: It’s the challenge of delivering great customer service at the lowest possible cost. The question that is more difficult to answer is – what is the best way to do it?

It starts with information – having the data your agents need, when they need it. 

Specifically, this means real-time insights delivered via dashboards and reports on KPIs, as well as alerts that allow managers to adjust forecasts and schedules as needed when the unexpected occurs. It means running scenarios to prepare for various contingencies, and changing breaks to meet the demands of call volume. 

It also means being able to record and score calls so agents receive the coaching and training they need to deliver outstanding customer service. 

With the capabilities provide by this data, the contact center manager has the actionable insights necessary to be proactive in decision-making, and that means every shift of every day will be prepared to deliver the kind of customer service that keeps customers loyal and happy. And when the contact center is running at peak efficiency, that reduces costs as well.

Even greater cost savings can be achieved when contact center technology is provided through the cloud as a subscription service, which eliminates the need to invest in additional hardware and software. In this model, call centers pay only for the time and capacity that they need. For a smaller call center, this means the ability to significantly lower upfront costs, while maintaining the option of scaling up as needed.



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