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As the world has negotiated the economic downturn, striking the right balance between exemplary customer service and cost containment has become increasingly difficult. How can you give customers the service they want when making the capital investment required to meet their demands is very difficult?
As a customer-serving organisation, do you invest to manage uncertain demand, or risk delivering substandard customer service? Such unpalatable decisions may become a thing of the past. Once, COOs and CRM heads made purchasing decisions for huge and complex contact centres based on demand forecasts and comprehensive business cases. Those days are over. The first reason is that accurate forecasting is impossible, so the business cases required for this approach are rarely sound enough. The second is that contact centres delivered via the cloud can be purchased by the minute without any need for capital expenditure.
This paper lays out the reasons why contact centre strategy is changing, outlining the benefits of the different solutions out there, and provide practical guidance to how to move to a hosted or virtual model.
Most large contact centres are designed to handle peak demand. As a consequence, the levels of redundancy built into the contact centre model have become unpalatable to shareholders and investors. Why, they have asked during the recession, are we running our major contact centre operations under capacity, most of the time?
It is a valid question, and one that is only just beginning to be successfully answered by two key shifts in the contact centre approach: virtualisation and cloud delivery of automated services. These two forces have delivered entirely new ways to buy contact centre services, and that is the focus of this white paper. As well as providing a snapshot of how the contact centre has evolved in recent years, it will examine new commercial possibilities and ways the model may change in the future, using technologies such as unified communications and innovations such as business value pricing.
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