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Contact-center: a competitive advantage and new business development tools

No doubt, that contact-center is an important element of any company interaction with customers. The rule that the customer will soon return to the company, which has not the best product (service) on the market, but good service, is right till today. That is why we attend a lot to competitive advantages of the CC and its development. Any call center is, in fact, an automated system, which is characterized by the presence of staff and automation of its activities (hardware and software). But it's not possible to say, that a fully-featured contact-center can include only several managers, receiving calls through a common telephone and keeping reports in the table MS Excel – the world of modern technology makes its own rules. Almost all large companies have understood the importance of interaction with customers and have a modern specialized hardware and software systems that serve more or less well-established business processes. But what about those who only think to reach a new level of interaction with customers? Will the creation of a full-fledged call center let the formation of competitive advantage and business development, and where to start?

Sergey Kutenkov
The independent expert, consultant and analyst in the field of contact-centers, founder SimpleSteps.RU
Published: Communication Technologies & Equipment Magazine #3, 2015

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