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Do you view your contact center as a help desk or a revenue generator?
Contact centers can play multiple roles, but businesses often view them mainly as problem solvers for customers. To what extent do you see your agents as front line resources to improve customer retention, sell a broader line of products, upsell to higher margin products, convert prospects into customers, etc.?
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1 Answer
Jon, I am not surprised to be the first one to answer your question. I think most Customer Service Managers (or organizations in general) would be lying by saying..' Our customers are our number one priority no matter what it cost”.
In today's industry the margins are getting smaller and most Help Desks are a big factor in reducing operating costs for most companies, big or small. My experiences in the past years have been of fist raising CEO's and CFO's during monthly meetings by reviewing the operating cost figures of the customer service department.
Is there hope? Yes there is, and like you said it's all in the way you drive your operation and how much you value customer satisfaction, instead of just a revenue driven organization.
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