The results say that actual interest in revenue generation is still very low. All the talk about profit centers is just that -- it's all talk. The dominant driver [in contact center maturity] is still cost savings. - Richard Snow Quotes
The results say that actual interest in revenue generation is still very low. All the talk about profit centers is just that -- it's all talk. The dominant driver [in contact center maturity] is still cost savings. Richard Snow
 Interest

More - Richard Snow Quotes

The whole agent thing hasn't changed since I started in call centers 15 years ago. The pattern stays the same. It's not a long-term career. It's not a well-paid job. - Richard Snow Quotes

The whole agent thing hasn't changed since I started in call centers 15 years ago. The pattern stays the same. It's not a long-term career. It's not a well-paid job.

Richard Snow

 
The results say that actual interest in revenue generation is still very low. All the talk about profit centers is just that -- it's all talk. The dominant driver [in contact center maturity] is still cost savings. - Richard Snow Quotes

The results say that actual interest in revenue generation is still very low. All the talk about profit centers is just that -- it's all talk. The dominant driver [in contact center maturity] is still cost savings.

Richard Snow

 Interest
As our research clearly shows, companies have focused too heavily on technology in their contact centers and haven't paid enough attention to key process and performance measurement changes. Companies need to properly evaluate their customer-facing processes and provide call center representatives with supporting technologies that allow them to execute processes that improve operational effectiveness. Only in this way can they raise customer satisfaction and generate new business opportunities. - Richard Snow Quotes

As our research clearly shows, companies have focused too heavily on technology in their contact centers and haven't paid enough attention to key process and performance measurement changes. Companies need to properly evaluate their customer-facing processes and provide call center representatives with supporting technologies that allow them to execute processes that improve operational effectiveness. Only in this way can they raise customer satisfaction and generate new business opportunities.

Richard Snow

 Research
It's just staggering to me, and I know it from personal experience. I've seen agents in wheeling chairs so they can wheel in between several desktops. - Richard Snow Quotes

It's just staggering to me, and I know it from personal experience. I've seen agents in wheeling chairs so they can wheel in between several desktops.

Richard Snow

 Experience
Based on our recently released Customer Contact Center study, the most important drivers for these centers are cost and customer satisfaction -- factors that are not necessarily compatible, and may even be in conflict at times. The impact of this paradox ripples throughout the enterprise. Companies must consider the implications and how they will balance the conflict. - Richard Snow Quotes

Based on our recently released Customer Contact Center study, the most important drivers for these centers are cost and customer satisfaction -- factors that are not necessarily compatible, and may even be in conflict at times. The impact of this paradox ripples throughout the enterprise. Companies must consider the implications and how they will balance the conflict.

Richard Snow

 
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