In 2010, corporations will continue to streamline costs, and often that means pursuing technological advances that improve productivity. However, with the proliferation of multiple service channels, increased customer expectations, and challenging revenue objectives, companies must manage costs with surgical precision.
This year, businesses will make better use of Business Process Outsourcing (BPO) technological tools to run their multichannel service organizations more effectively, and leverage automation to make the most of each customer contact. By approaching technology and outsourcing strategies as an investment, these companies can retain customers and grow revenue, while strategically managing costs.
In 2010, corporations will continue to streamline costs, and often that means pursuing technological advances that improve productivity. However, with the proliferation of multiple service channels, increased customer expectations, and challenging revenue objectives, companies must manage costs with surgical precision.
This year, businesses will make better use of Business Process Outsourcing (BPO) technological tools to run their multichannel service organizations more effectively, and leverage automation to make the most of each customer contact. By approaching technology and outsourcing strategies as an investment, these companies can retain customers and grow revenue, while strategically managing costs.
Business process experts often identify opportunities to enhance the customer experience and take cost out of the transaction. There are situations where today's consumers actually prefer a self-serve or automated service experience, or would be better served by being diverted to a particular channel. Industry specialists have the expertise to identify scenarios that are right for such an opportunity. The more a business process partner is involved in the end-to-end sales and services solution, the more visibility they can provide to opportunities that streamline processes or improve the customer experience—not to mention the additional insights gleaned that help avoid process, and potential product pitfalls.
As a BPO partner, we work with businesses to use contact data to improve the customer experience. We offer technology solutions that optimize staff resources and transition contacts to revenue generation opportunities when appropriate. A great example is TeleTech's store call solution which helps retailers, and other businesses with multiple locations, transition calls off of the retail floor and into a contact center environment. Making this switch accomplishes a number of objectives for the retailer, and the customer.
Resources
customerthink.com
This year, businesses will make better use of Business Process Outsourcing (BPO) technological tools to run their multichannel service organizations more effectively, and leverage automation to make the most of each customer contact. By approaching technology and outsourcing strategies as an investment, these companies can retain customers and grow revenue, while strategically managing costs.
In 2010, corporations will continue to streamline costs, and often that means pursuing technological advances that improve productivity. However, with the proliferation of multiple service channels, increased customer expectations, and challenging revenue objectives, companies must manage costs with surgical precision.
This year, businesses will make better use of Business Process Outsourcing (BPO) technological tools to run their multichannel service organizations more effectively, and leverage automation to make the most of each customer contact. By approaching technology and outsourcing strategies as an investment, these companies can retain customers and grow revenue, while strategically managing costs.
Business process experts often identify opportunities to enhance the customer experience and take cost out of the transaction. There are situations where today's consumers actually prefer a self-serve or automated service experience, or would be better served by being diverted to a particular channel. Industry specialists have the expertise to identify scenarios that are right for such an opportunity. The more a business process partner is involved in the end-to-end sales and services solution, the more visibility they can provide to opportunities that streamline processes or improve the customer experience—not to mention the additional insights gleaned that help avoid process, and potential product pitfalls.
As a BPO partner, we work with businesses to use contact data to improve the customer experience. We offer technology solutions that optimize staff resources and transition contacts to revenue generation opportunities when appropriate. A great example is TeleTech's store call solution which helps retailers, and other businesses with multiple locations, transition calls off of the retail floor and into a contact center environment. Making this switch accomplishes a number of objectives for the retailer, and the customer.
Resources
customerthink.com
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