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Welcome to
inSights, a quarterly newsletter for executives
seeking to maximize the enterprise value of their customer contact
centers. We hope you find this collection of ideas, strategies
and tips to be a useful, ongoing source of information and inspiration
as you continue to build your contact center into a driver of
value in your enterprise.
John
Reynolds, Founder and President
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Your
Customer Contact Center: Enterprise Value Driver |
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 Your
Customer Contact Center: Enterprise Value Driver
by John Reynolds, Founder and President, Intervox Group
The
customer contact center is arguably the most under-exploited
resource in the modern enterprise. Originally conceived
as a means to consolidate and automate “routine”
customer transactions, contact centers find themselves ideally
positioned to drive the next wave of customer value creation.
This “perfect storm” of opportunity has been
brought about by radical leaps in our understanding of customer
relationship management and by the power of the enabling
technologies. Companies that fail to bring their contact
centers into alignment with this potential will be at a
significant disadvantage...
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| First
Person |
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How
I Cut 25% of my Support Center Costs—while Boosting
Customer Satisfaction
By
Beverly Adamo, (fmr) Vice President, Client Services, AboveNet
One
of my responsibilities as head of client services for AboveNet
was to organize and focus the 24x365 network call center.
The firm had grown quickly, and we'd recently acquired another
company. Operations had become undisciplined and the support
systems were a patchwork of applications that didn't communicate
well with each other. As my support center manager put it,
we were "flying blind..."
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| Unfair
Advantage |
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Activity Based Costing: A Competitive Weapon in the Cost
Containment Wars
by Steve Murtagh, Performance Metrics Lead
Activity-based
costing (ABC) is a financially oriented analysis tool that
examines any operation in terms of the specific tasks it
performs, the resources which are consumed in executing
those tasks, and the detailed costs of completing them. Focused on the call center, ABC can be a powerful means for managing costs...
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| Practical
Wisdom |
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 A
Short Cut to Customer Satisfaction
By Don Mick, Change Management and Quality Assurance Lead, Intervox Group
Is
there a time when call center executives get to relax and
enjoy the benefits of effectively managing a mission critical
operation? In my experience, not often. As much as we know
that managing customer relationships can provide strategic
advantage to or-ganizations, most call center executives
labor under the burden of being viewed as a necessary expense
as they constantly try to meet rigorous performance standards
while containing or cutting costs...
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| VOIP: So What? |
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 What Managers Need to Know about Voice over IP
By Ken Landoline, Technology Analyst
While new technologies come and go, seasoned IT professionals know little gets implemented without strong economic and/or tactical reasons to justify a major shift in corporate planning and investment. Although the VoIP driven convergence of enterprise voice and data systems, for many IT professionals, has crossed the chasm from “Should I do it?” to “When will I do it?” it may take more than a decade for this enterprise-wide transition to really occur because of equipment lifecycle timing and some very pragmatic depreciation and accounting issues. However, within the enterprise multi-channel contact center space, the sense of economic and tactical urgency for this VoIP killer application is upon us...
read on... |
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