Perspective is quite impactful in our everyday lives; even down to how we experience the temperature outdoors. You see, 50 degrees in October sends a chill down our spines as the onset of winter is fast approaching; however, that same nip to the air in March, with the expectation of spring around the corner, feels much different. If we are capable of experiencing such variation in attitudes towards the weather all due to changing perspective, perhaps businesses are capable of doing the same in redefining their strategy towards reaping contact center services ROI.
In the contact center space, it’s important that managers consistently step-back and reevaluate their customer care best-practices, as well as investigate resources that could improve their customers’ experiences and their organization’s bottom line. For instance, if you’ve been using just one method of communication to provide customer support—perhaps it’s time to integrate another channel of customer support, like online services, in order engage customers in a new way.
It’s also important to integrate data-driven marketing strategy into customer services, today. According to the Direct Marketing Association’s latest study titled, “2014 DMA Statistical Fact Book,” 66 percent of marketers believe that data-driven marketing adds positive value to their company. This means your company needs to act fast in gaining new insights in order to keep up with the changing customer care landscape.
Ready to take a look at contact center services ROI through a new lens? Here are some strategies and tools that can be leveraged to provide you with that new angle:
Business Intelligence: Tools such as market segmentation and customer profiles are sophisticated big data resources that business can utilize to better strategize the handling of incoming customer services questions, as well as to better target potential customers when making outbound calls.
Multi-Channel Marketing: Stepping outside the box might mean taking on a whole new element to your company’s customer care and marketing technique. Try adding a live chat or texting option for customer s inquiry in addition to your contact center telecommunication services.
Remember, there is always a new way to look at a situation— in fact, we do this every time the seasons change. So, why not use the freshening up of perspectives and apply it improving your contact center service ROI?
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 DMA and PACE. 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 highest honor, the prestigious Fulcrum Award.