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	March 13, 2009 Ten Steps For Reducing Contact Center Expenses Slow Economy Necessitates You Take A Close Look At Contact Center Costs by Elizabeth Herrell with Robert Whiteley, Allison Viglianti	Average: 7  (3 ratings)

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Executive Summary

During an economic slowdown, customer service managers need to take a close look at their contact center operations to find ways to reduce costs while maintaining high levels of customer support. Too often, customer service managers continue with established practices for handling customer interactions that don't reflect the changes in customer expectations and their communication preferences. Single-channel focus for customer service that separates telephone calls from online transactions results in higher operational costs and lower customer satisfaction ratings. Now is the time to take an innovative approach in managing your contact center to deliver consistent multi-channel support and automate more transactions. Contact centers represent a complex ecosystem that supports numerous processes and applications that may be too expensive to upgrade at this time. But as a customer service manager, you can start with 10 things you can afford to do today to improve performance and build greater efficiency into your operations.

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