Contact Center Best Practices Reviewed in New Archway White Paper

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Archway executives share business benefits of increasing consumer contact channels

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Fully-optimized contact centers can help companies retain consumers by accurately gathering consumer needs, and then responding to those needs. This includes modeling communication channels to the demands of the consumer base.

As companies try to find ways to develop and sustain a strong and loyal customer base, Archway, a leader in marketing operations management and fulfillment services, believes that companies may be underestimating the power of customer retention at the contact center level. In a new white paper, Archway provides perspective on emerging trends and how companies can optimize call center operations for a greater impact.

Available for free download at http://www.archway.com, "Cost Center to Profit Center: Optimizing Your Contact Center for Maximum Results," examines why it is crucial for marketers to keep up with the increasing demand of multiple contact channels in customer service.

"At a time when slow sales and tighter marketing budgets plague businesses, customer retention is critical for survival," said Mike Moroz, president of Archway. "Fully-optimized contact centers can help companies retain consumers by accurately gathering consumer needs, and then responding to those needs. This includes modeling communication channels to the demands of the consumer base."

According to research from IBM Global Business Service, "74 percent of business leaders make decisions based upon what is right for their operations versus what is right for both them and the customer. By acting without fully understanding their customers, many companies are wasting money on contact center functionality that entirely misses the mark."

Archway's white paper "Cost Center to Profit Center" furthers this argument and cites additional research to support this claim. Additionally, Archway describes how an ideal contact center operates with fully-trained and empowered representatives who function together as a department of the company. Equipped with proper tools and software, these representatives can sell products and handle any type of situation, to build customer relationships and deliver the best customer service possible.

All Archway white papers are distributed through the company's monthly AskArchway e-newsletter, which gives context to marketing operations trends and best practices. Marketers can subscribe to Archway's e-newsletter, and read past white papers online at http://www.archway.com/Resources.aspx.

About Archway:
Archway is a leader in marketing operations management, providing marketing execution solutions and complementary business process outsourcing. These solutions include fulfillment services, consumer promotions, rebates, print management, facility management, business intelligence and decision support tools. Each solution is designed to reduce marketing operations costs, improve marketing execution processes, leverage emerging technologies and most importantly help improve the brand experience at every touch point of their clients' marketing campaigns. Archway is ranked on the Inc 5000 list of fastest growing private companies and has 1,500 employees and 3.5 million sq. ft. of distribution space in 13 major metropolitan areas in North America. For more information visit http://www.archway.com.

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