Reduce costs, but at what cost?

The pressure to reduce contact centre costs has never been greater, but if it degrades the customer experience, does it do more harm than good?

Traditionally, companies have tried multiple ways of reducing the costs of servicing customers. These include reducing headcount, driving customers to self-service or asynchronous service channels like email, and outsourcing functions like customer service and back-office processing. Outsourcing offshore, in particular, can dramatically reduce the costs of labour and real estate.

But all of these options can create additional problems if the standard of customer experience slips.

CX should be treated as a strategic investment rather than a cost bucket.

In this white paper, we’ll explore: 

• Understanding the optimal balance between quality service and costs.
• Methods of controlling costs in a contact centre
  
• Case study on models for gaining efficiencies and reducing costs.