Unlocking Revenue and CRM Benefits from Your Contact Centers

Posted: 06/21/2011

With cost pressures mounting and new media leveling the playing field for competitors to reach your audience, it is no longer sufficient to view your contact centers as a response or "customer service" network. The centers—and their staffs—must instead be leveraged for measurable CRM purposes, with the agents once known as "customer service representatives" evolving into versatile brand ambassadors who can seamlessly transition from assisting customers with support inquiries to up-selling and generating more revenue from the audience. With customer management teams already struggling to optimize performance, how will you go a step further and transform your contact center into a "profit center?"