Selling the Value of Your Contact Center

Annual_report It is quite common to visit with contact center and call center managers who feel slighted by the executive team. The customer service call center is seen as a simple drain on revenue – a black hole of expenditures with nothing to add to the bottom line but savings through slashing handle time. The challenge, then, is to make a case for the value proposition your contact center brings to the corporate table.

CustomerOps recently pointed us to an article in Contact Professional by Bob Furniss who lays out an excellent template for writing an "Annual Report" which will help internally market the value your center brings to the organization.

  3 comments for “Selling the Value of Your Contact Center

  1. David Keays
    December 18, 2007 at 10:51 am

    Great read! The link discussion annual reporting for customer service was also well worth the time.
    Thanks much!

  2. December 18, 2007 at 2:00 pm

    Hi Tom – Thanks for the link and keep up the great blogging. Happy Holidays!

  3. December 18, 2007 at 2:23 pm

    Thanks for stopping by, David! Glad you found the link valuable…
    …and to you, David – thanks for posting the great link!

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