Genesys research shows that there are still some steps that contact centre managers must take if they are to be truly recognised as business-critical. Many contact centres demonstrate their efficiency through first call resolution percentages, as well as their effectiveness through customer satisfaction figures. Both of these metrics are important to effectively run the contact centre, and will help it contribute to the bottom line effectiveness of the business. But contact centre managers must now move beyond these metrics to understand the metrics required by the business in order to make their department essential in the strategic direction of the organisations.
"Over the last few years contact centres throughout the UK have made significant strides in becoming a more recognised element of the business," commented Keith Pearce, EMEA Marketing Director for Genesys. "The customer service element of the contact centre has always been valuable for a business, but only recently have its revenue generating and bottom line enhancing benefits become truly recognised. Now, if contact centres can plug into strategic business decisions by delivering key information, they will become even more indispensible to the enterprise."
Genesys has pioneered many unique approaches to contact centre strategy, including the Dynamic Contact Centre, Business Process Routing and the intelligent Customer Front Door (iCFD™). These approaches all help to enhance customer loyalty, reduce the burden on resources and boost the bottom line benefits of the contact centre.
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