When it comes to contact center ‘best practices,’ the library runneth over: Hundreds of articles and reports have been written on the practical ways contact centers can reduce operating expenses without sacrificing quality. This is because senior management are typically reluctant to pump money into call centers, seeing them as a cost center and not a profit center. This in turn increases the pressure to identify ways to reduce cost. The challenge is that a majority of these “cost-reductions” lead to markedly poorer customer service quality. So, can you reduce contact center costs and improve customer service? To many contact center managers and executives, achieving this would be akin to finding the Holy Grail.
To achieve the kind of cost savings that truly impact the bottom line, contact center leaders need to reconsider the typical ho-hum tactics. Improving scripts and workflows to shorten calls will only get your organization so far. The answer? Invest in cost-saving technology that will reduce overheads and improve the quality of your customer care.
According to the Harvard Business Review (HBR), “acquiring a new customer is anywhere from five to 25 times more expensive than retaining an existing one.” The key takeaway? You cannot skimp on customer service. Yet, investing in the right technology can go a long way in reducing costs while actually improving the overall quality of customer service. From effortlessly providing customer support in any language to managing staffing requirements as a result of call volume spikes, implementing the right technology can be transformational.
Join Fonolo and Language I/O in this one-hour webinar on the 25th of April at 3pm EST/12PM PT as we discuss the ways in which certain technologies can not only reduce contact center costs but increase the overall quality of support, as well as share experiences and success stories.
We talk about:
- How you can save 40% on customer service costs
- The cost-reducing impact of call-back technology
- Successful case studies
- Plus, so much more!
Who should watch:
- VPs & Directors of Contact Centers
- VPs & Directors of Customer Experience
- VPs & Directors of Customer Service
- VPs & Directors of Contact Channel Performance
Kaarina Kvaavik, co-CEO, Language I/O
Kaarina is co-CEO of Language I/O, a developer of software that allows customer support agents to provide multilingual customer support in any language, across any channel, integrating with all major CRMs. With over 20 years in the high-tech and language industries, Kaarina is a tremendous resource in this space.
Andrea Paragona, Senior Manager Knowledge Base Team, Constant Contact
Andrea is the Senior Manager of the Knowledge Base Team at Constant Contact. With over 20 years of writing experience, she is responsible for content strategy and implementation of solutions designed to increase customer success and support long-term customer retention. Her team is a 2019 Stevie Award winner for Back-Office Customer Service Team of the Year.
Shai Berger, Co-Founder and CEO, Fonolo
Shai is the Co-Founder and CEO of Fonolo, a leading provider of cloud-based call-back solutions. As an innovator in the space, Shai is on a clear mission to educate the call center industry on how to improve the customer experience.