BizSugar.com › Sales › Marketing Partners Means Profits for Contact Centers

Contact center capacity is going up as voice becomes “sexy” again driven by mobile adoption. This is both good and bad news for enterprises. It’s good news because the contact center is becoming an increasingly important channel for managing the customer experience. Being able to have a one-on-one interaction over the voice channel can have a much greater and lasting impact on a customer and the customer experience than most other channels, both online and offline. It’s a channel that the competition can’t duplicate or infringe upon meaning your customer experience remains uniquely your own. The bad news is that as contact center capacity is going up so too are sales and service costs.