Doing More with Less in the Contact Center


Share on LinkedIn

I’m always encouraged when our customers discover ways of using our solution that we never envisioned, but add value in unexpected ways.  I was talking with a customer the other day and he mentioned that they’ve found some pretty interesting collateral benefits to our solution.  In one of their large contact centers they’ve found:

• It’s easier to train new employees on their complex product catalog via our interactive sales guides
• Our service alerts have helped them avoid multiple transfers and extended on-hold times to get the right information
• Agent turn-over is lower after deploying our system, which he attributes to more engaged agents
• They can roll out complex new products and offers, that they would not have considered previously making through agents, without much friction

We have traditionally focused on the benefits to the top-line when using the Swyft solution (sell more = more money) but the benefits to the expense line seem to be just as interesting (do more with less = lower expense).

This client believes that the net result is this: Swyft has significantly moved the needle for them in efficiency and expense savings – both benefits that they hadn’t considered when evaluating our solution.  They were focused on selling more, which they’ve done, but, in the current environment, they are also acutely aware of any positive impact to efficiency.  He’s been asked to do more with less and it’s nice that we can help…even if that’s a “hidden” benefit.

Republished with author's permission from original post.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here