customers-cost-center 
TeamSupport
MAY 19, 2020
The first type thinks B2B customer support is a cost center, or a necessary expense for running a business. The second type thinks B2B customer support is a profit center. How do you know which one your business is, and whether your support team is operating like a profit center on all of its channels?
TeamSupport
MAY 21, 2020
We’re looking at different B2B customer support channels from two distinctly opposite perspectives: cost center (support is a necessary evil of business) and profit center (support can hold its own in the revenue generation conversation). Did you miss Part 1 of this series? It was quite a show! Self-service.
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Win the Customer
FEBRUARY 24, 2015
If careful consideration is not made in cost cutting, companies will end up spending less and getting less, or spending less, but costing more in other areas that have to compensate. Business Call Center Customer Service Management Finances'
Fonolo
APRIL 18, 2019
Call center executives are constantly under pressure to find cost-savings. Yet, 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 is that you cannot skimp on customer service. The answer?
Speaker: Nathan Hart, Mary Kane & Imran Mohammed
When Contact Centers face issues with First Contact Resolution (FCR), conducting a root cause analysis to identify the process, systems, and/or behaviors that are failing is the best way to understand the exact drivers contributing to repeat calls. Ways to identify objectives and obstacles, discover actionable insights, and measure outcomes.
Customer Bliss
SEPTEMBER 8, 2016
Within my five-competency customer experience framework , I often call No. 1 — honor and manage customers as assets — the “clincher competency.” ” This is where you begin to move customers away from being perceived as a cost center and towards being perceived as assets.
Uniphore
AUGUST 6, 2021
These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.
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