How To Choose The Right Contact Center Technology Posted by michellewilson on May 15th Wholesale Indians Jerseys , 2013
Contact centers have been around for more than a decade and continue to show slow but steady growth.However, for most of the contact center setups Cheap Cleveland Indians Jerseys , it is due to intermediaries, human errors or other dependencies that such business usually turns into a bad investment.
Broadly the three pillars of such businesses are:
l Business Development and Customer management
l Quality of Agents and operations
l Connectivity and Technology
Historically Cheap Indians Jerseys , these startups are mostly entrepreneur driven businesses and micro management of all the three pillars is done by a one man team. Such entrepreneurs instead must focus on BD and customer management rather than operations and fire-fighting of technology issues. The latter should ideally be handled by hiring good resources or finding good technology partners.
However cash-flow problems and stringent budgets in a small setup, push entrepreneurs to curtail expenses on basic infrastructure and agent quality and thus the entrepreneur is always left to managing the operations internally rather than focusing on business development.
Contact centers are primarily ITeS and IT obviously plays one of the most important role amongst the three pillars. Therefore it should not be compromised to below hygiene levels. We at Drishti are operating in call center software and contact center solution domain since the past 7 years and our experience says it's mostly due to erroneous focus and poor technology specifically in terms of IT infrastructure and connectivity that leads to premature business death.
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