Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

MEMBER
Bambang Surya Putra
Director Operation Control Center Call Center
2
EXECUTIVE MEMBER
M Fajri
Learning & Development Manager
199
EXECUTIVE MEMBER
Jim Thomsen
VP of Customer Success
297
MEMBER
Rendy Dalimunthe
Process Improvement and Innovation Senior Manager
1

Contact Center 2020: Asset or Liability? - Numonix - ContactCenterWorld.com Blog

Contact Center 2020: Asset or Liability?

In the 1990s and early 2000s, the call center was a second-class citizen within an organization. There’s no refuting that. Its where dissatisfied customers went with their issues and complaints. An afterthought for many businesses, the call center had no revenue-generating capability. In fact, it was largely seen as a cost-center and a liability. Relegated to the “backroom”, those in charge of the contact center did not have a seat in the boardroom. It wasn’t even a consideration at that point in time.

By the early 2010s, new “customer service” job titles arose along with the ascension of the call center’s profile. Chief Customer Officers and VPs of Customer Service made their way into company boardrooms and started having real seats at the table. In parallel, the call center transformed to include outbound sales campaign and inbound sales support functions. This transformation began from a once cost-based call center into today’s service/sales-focused “contact center” which includes email, SMS and chat (for example, Skype for Business) interaction support. Customer interaction centers became strategic assets within the organization and contributors to the bottom line.

Much like the recent elevation of the information security team, the contact center now had a voice and a staunch presence in the organizational hierarchy, and it still does. In fact, considering certain factors, its prominence continues to rise. Bigger budgets are being appropriated to the contact center. Blended agents are being trained to support incoming calls as well as solicit new business through outbound outreach. And contact center agents are being cross trained to manage interactions across different modalities.

Interestingly, however, Aberdeen research shows that only 58% of companies align contact center activities with the rest of their business. This is the key touchpoint which can empower the contact center to become an asset versus a liability. Unfortunately, some department heads still view the contact center as a liability. This needs to change as the contact center has shown it can provide substantial bottom-line value.

According to HubSpot, 63% of businesses struggle with generating traffic and leads. This is where the contact center can help. No longer just a support mechanism, it can serve as a lead generator, cultivator and converter. When agents are properly evaluated and trained, utilizing quality management software, for instance, they can successfully uncover sales opportunities in the form of upselling and cross-selling.

What’s more, the 2020 contact center can become a highly sophisticated gateway or ingress to an organization (inbound) as well as a precise, highly targeted sales outreach mechanism. Well-trained agents are now armed with contextual intelligence about customers as they call in or before the dialer reaches out. They can use this intelligence to generate more revenue from each interaction.

As you can see, what was once a corporate liability is well on its way to becoming a real, strategic, revenue-generating strategic asset with plenty of room to grow.

Source: https://numonixrecording.com/blog/contact-center-2020-asset-or-liability/

Publish Date: October 11, 2019


2024 Buyers Guide Payment Services

 
1.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)

2.) 
PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 



View more from Numonix

Recent Blog Posts:
Numonix Among First to Release a Fully Managed Cloud Compliance Recording Service for Microsoft TeamsJune 9, 2020
IXCloud Helps you Comply with MiFID IIMay 28, 2020
Don’t Let Data Privacy and Compliance Lapse During COVID-19April 22, 2020
Why you Must Start Recording Your At-Home Business InteractionsApril 13, 2020
Hidden Costs of NOT Recording Customer CallsFebruary 17, 2020
How Long Should You Keep that Call Recording?December 3, 2019
Contact Center 2020: Asset or Liability?October 11, 2019
Are your Agents Really Listening to your Customers?August 26, 2019
Recording Calls at Universities: What you Need to KnowJuly 2, 2019
Call Recording for Legal Firms: What you Need to KnowJune 14, 2019

About us - in 60 seconds!

Join Our Team

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 26415 
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =