Companies still think of the contact center as a cost center, this study proves that adoption of more sophisticated technology results in not only improved customer & agent satisfaction, but also in contact center efficiencies & effectiveness.
Santa Barbara, CA (PRWEB) April 16, 2012
BenchmarkPortal will air a new online radio show on CallTalk, (http://www.benchmarkportal.com/call-center-newsresources/calltalk-online-radio-show) discussing the positive financial effects of contact center technology on a company’s financial performance.
The host for this show will be Bruce Belfiore, CEO at BenchmarkPortal. The guest speaker is John Chatterley, senior research analyst with BenchmarkPortal and CallTalk co-host Dee Buell.
The online show will discuss the groundbreaking research that statistically ties technology to better performance of key metrics. Every year companies spend millions of dollars on technology in hopes of improving customer satisfaction, as well as a company’s competitive position and operational performance while reducing costs. Up until now there has never been a statistically valid research study, with data from hundreds of companies across a diverse set of vertical industries, that clearly indicates whether a relationship truly exists between more advanced technology and better company performance.
Dr. Natalie L. Petouhoff, a co-author of this research study, said, “While most companies still think of the contact center as a cost center, this study finally proves that adoption of more sophisticated technology results in not only improved customer and customer service agent satisfaction, but also in contact center efficiencies and effectiveness. For executives looking to justify management decisions regarding technology acquisition, they now have scientifically‐supported evidence that satisfying customers and enhancing financial performance are not at odds.”
The full report is available here: “The Impact of Technology on Contact Center Performance” (http://www.benchmarkportal.com/store/call-center-white-papers/impact-technology-contact-center-performance-bruce-belfiore-john-chat)
The first two callers who ask a live question (on the phone) will receive a complimentary copy of "The Impact of Technology on Contact Center Performance Report" ($1000 Value).
The free online radio show will air Wednesday, April 18th, 2012 at 10 a.m. PT/1 p.m. ET. Click here to listen to CallTalk, (http://www.benchmarkportal.com/call-center-newsresources/calltalk-online-radio-show)
A fun and exciting online program for education and learning, for the customer service industry. Once a month, broadcast directly over the Internet to your desktop, covers informative and educational topics impacting the contact center and customer service today.
Founded in 1995, BenchmarkPortal is a global leader in the contact center industry providing benchmarking, certification, training, industry reports and consulting. The BenchmarkPortal team of professionals has gained international recognition for its expertise and an innovative approach to best practices for the contact center industry and hosts the world’s largest database of contact center metrics. BenchmarkPortal’s mission is to help contact centers reach peak performance in operational effectiveness and efficiency so that the centers will realize increased levels of agent and customer loyalty while containing costs and building enterprise value. For more information on BenchmarkPortal please call 1-800-214-8929 or visit http://www.benchmarkportal.com.