The role of today's contact center is rapidly shifting. Expected to both support a company's global business strategy and play an integral part in the overall customer experience, the contact center is becoming a true extension of a company's brand, no matter its type (inbound versus outbound, internal versus outsourced, onshore versus offshore, support versus sales) or the kind of customers it deals with (internal, external or a blend of both.) Yet, the contact center still faces challenges of its own, including high staff attrition, productivity issues and operational cost containment. Performing such a balancing act only ends up putting more pressure on already stretched resources. One way a contact center can deliver and win on all these fronts is to embrace an essential business driver as a key performance indicator: customer satisfaction.
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