Posts tagged ‘Certified Labor’
Last month, along with other members of the 24-7 Intouch team, I attended the Astute Solutions 2012 Customer Conference in San Diego. For the third year in a row, we have participated in the conference and as expected, left with valuable new information and industry insight.
During the conference, Matt Cockell, Vice President of Sales & Business Development, discussed the importance of engaging the C-Suite to build a business case for re-investing in the contact center. In any contact center, labor costs are typically the largest annual expense component, exceeding 65% of total operational costs. This session demonstrated how reinvesting in multiple channels can maximize ROI while achieving customer support goals.
Many businesses are challenged with the ability to utilize their technology investments to their fullest potential. Facing obstacles such as changes in demand due to seasonality, exponential company growth, adverse events or tightening budgets, businesses must learn to utilize these technologies without increasing their operational costs.
Retail leader, The Children’s Place was faced with such a challenge in 2009. Experiencing rapid company growth, they had to determine a means of scaling their customer service programwhich included Astute Solutions’ ePowerCenter,, without increasing their operational budget.