The Real-time Contact Center

As the focal point for sales and service, a company's call/contact centres know what customers want and need. Companies looking for a competitive edge must convert their reactive, cost-oriented contact programs into proactive, revenue-generating, real-time contact centres. These centres provide an outstanding customer experience, enhance loyalty, create new revenue, reduce expenses and streamline the flow of information between the centre and the rest of the company. The Real-Time Contact Center provides the tools, systems, implementation plans, best practices, ROI models and practical guidance to make the transformation happen smoothly. Topics covered include:- Building the business case for creating real-time contact centres-Technologies and systems for increasing revenue while reducing expenses- Building stronger and more profitable relationships with sales and marketing- Improving self-service applications to heighten service quality and cut costs- Staffing, motivation and training in leading edge real-time contact centres- Decision framework and best practices for offshore outsourcing