Improving Contact Center ROI Starts at the Top

With the NFL season wrapping up, many teams are reflecting on why their seasons ended early. This evaluation process starts at the top with ownership and management, as these higher-ups look at acquiring the right coaches and players—leading to the team’s future success.

Along the same lines in a contact center, it’s essential that agents and managers are supported with the leadership and tools they need to thrive. Rather than the C-suite simply telling agents to “step up their games,” the C-suite has to provide contact center agents and managers with top-notch solutions. In other words, a commitment to improving contact center services ROI has to be made at every level of an organization, especially including the C-suite.

After the C-suite agrees to place a stronger emphasis on enhancing its contact center, the next logical step involves identifying where they should turn to for help. Thankfully, there are some all-inclusive solutions available to help companies maximize the ROI of their contact center services. For instance, there are one-stop-shop contact center vendors that help streamline operations from initial strategizing to ongoing maintenance and management.

InfoCision, for example, provides solutions that free businesses from the hassle of relying on numerous providers for the capabilities they need. All of our facilities are equipped with the latest software and hardware to enable our Communicators to make the highest quality calls and, thus, maximize results. Here are only a few of the sophisticated call center technologies and solutions that we provide—significantly helping an enterprise’s bottom line:

  • Call blending: This system maximizes call center productivity, allowing agents to effectively make outbound calls when inbound activity dips.
  • Skills-based routing: Our skills-based routing system matches our Communicators with inbound and outbound calls based on the program-specific training they receive and the proficiency they boast for particular types of calls.
  • Email and fax on-demand: Our multimedia blending capabilities allow us to integrate channels such as email, chat and fax into our call center activities. As a result, agents can respond to customers’ needs far more quickly and efficiently.

Will your C-suite start to focus on improving contact center services ROI? Like the NFL team revamping its roster for a new season, your company’s future may depend on whether the C-suite gives agents and managers the cutting-edge solutions they need.

Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the American Teleservices Association (ATA). He also donates his time to serve on several University boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s higher honor, the prestigious Fulcrum Award.

Three Contact Center Technologies to Be Thankful for This Year

By Steve Brubaker, InfoCision Chief of Staff

Thanksgiving is a time of reflection and giving thanks. While we are all thankful for friends and loved ones, there is also plenty to be thankful for as a contact center manager—like the invaluable tools that ensure high contact center services ROI.

Help yourself to a warm piece of pie and a plate of stuffing (or two) and count your blessings for these time- and cost-saving contact center technologies:

Call blending: Outbound productivity is crucial, especially for charities or non-profit organizations during the end of the year when the need to reach prospects/donors is at an all-time high. Call blending helps maximize contact center productivity by running several programs simultaneously so that Communicators can make outbound calls when inbound activity slows down—all without compromising performance. A quick tip: look for a system that adheres to state and national laws regarding abandonment of outbound calls.

Brand customization: Tailoring your solutions to your brand helps streamline calls for better overall efficiency. For example, at InfoCision, we have internally developed our own proprietary CRM application—Inscription—that can be customized to fit the needs of any of our clients by offering everything from comprehensive customer profiles to screen pops. Bottom line: a one-size-fits-all contact center solution just doesn’t work.

Remote call monitoring: With so many employees today choosing to work from home, tools that enable quality assurance analysts and contact center managers to evaluate performance and make adjustments as needed regardless of location is key. And employees who work from home can show their own appreciation to employers for this opportunity by increasing productivity.

There are so many great contact center technologies available today that most managers are probably thankful for more than just three. Click here while you take a break from the turkey and gravy, to explore more contact center technologies and the competitive advantages they offer.

Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the American Teleservices Association (ATA). He also donates his time to serve on several University boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s higher honor, the prestigious Fulcrum Award.

 

Are You Protecting Your Contact Center Investment?

As an executive, you are quite familiar with resource management. When you earmark your company’s hard-earned money for a project or purchase, you expect to see a return on that investment. When you hire a new employee, you expect that individual to produce results.

When it comes to the contact center, however, many decision-makers simply aren’t as demanding as they are with other aspects of their business. But those companies not taking advantage of potential contact center services ROI are missing major opportunities because today’s customer service Communicators can boost revenue—if they have the right tools.

In the past, customers generally called the contact center to ask a question or lodge a complaint, but many contemporary consumers reach out for product information or may even be interested in making a purchase. The key to taking advantage of these opportunities is making sure representatives either have the answers to questions at their fingertips or the means to quickly get the call to somebody who can help. Today’s best-in-class contact center vendors have the technology to give Communicators what they need, including:

  • Skills-based routing, which ensures the most complex calls are handled by the best agents and inquiries about billing or product development go to the appropriate personnel.
  • Customer relationship management that includes customer profiles, screen pops and custom scripts for various scenarios, providing the Communicator with the information he or she needs to get maximum value out of every call.
  • Call blending that boosts productivity by allowing Communicators to make outbound calls when inbound activity dips.

If you make the commitment to maintaining a contact center—on your own or partnering with a multi-channel marketing partner—it just makes good business sense to protect and maximize that investment. No executive likes to pass up the opportunity to increase revenue, and with the right technology in your contact center, there’s no reason you have to.