Contact Center

3 Tips to Gain Mindshare for Your Contact Center

One of my favorite discussion topics with OpenText WFO customers and other contact center professionals is about the internal brand perception of the contact center within any organization. Contact center brand perception? Yes, exactly.

Every enterprise contact center is perceived differently by other business units and C-level executives depending on how the company approaches its customers and markets. Is the company strictly bottom-line driven, wringing every last dollar out of its budgets in order to maximize profits? Or is the company customer-centric, doing everything it can to improve customer service in order to compete effectively in the marketplace?

I love talking about this at customer meetings and industry events because we all know the contact center holds the key to vast and rich customer information, exactly the kind of customer knowledge that every department and every executive should want to understand in some form or another. Better business decisions are made when more is known about customer preferences, behaviors and opinions.

So why is it that the contact center is more often perceived as a cost-center rather than a customer experience leader? Why are we constantly tasked with delivering better service, hitting higher sales targets, scoring higher customer satisfaction responses but with ever-tightening personnel resources and budget dollars?

Why is the contact center constantly tasked with delivering better service with ever-tightening personnel resources and budget dollars?

I invite you to register now for a webinar on February 23 when Ken Landoline, Principal Analyst for Customer Engagement at Ovum, and I will explore this issue that I’m so passionate about.

Make no mistake: this is an internal brand perception issue. But we will approach the discussion from a very practical point of view, offering you specific tips on how to secure greater investment and ensure organizational mindshare.

In this webinar we will share proven methods about how to get more in order to do more in your contact center:
– Learning what KPIs matter most, identify, provide and relay metrics that matter
– Setting up your dashboard, quickly identify information to make real time decisions and predict behavior
– Becoming an indispensable resource, understand and coordinate contact center goals with others in your organization

With this actionable information in hand, you can then manage or influence up and be the agent of change who helps evolve the internal brand perception of your contact center from cost center to value center.

I look forward to you joining us at this webinar.

Doing More with Less? 3 Tips to Gain Budget and Mindshare for Your Contact Center Webinar

Date: Thursday, February 23
Time: 2:00 PM ET / 1:00 PM CT / 12:00 PM MT / 11:00 AM PT
Register Now

About Roger Lee

Roger Lee
Roger Lee, aka Dr. WFO, is an evangelist for Workforce Optimization and influences the strategic direction for our Qfiniti product suite. He brings 20+ years of industry experience managing contact centers, consulting and selling to contact centers. Roger's broad experience, coupled with an infectious passion for customer care, gives him a distinctive perspective that is always valuable. Roger advocates for balance, regularly touting the necessity for equal focus on people, process, and technology throughout all customer service initiatives.

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