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