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The Dos And Don'ts Of Hosted Contact Center Implementations
Ovum, July 2010, Pages: 12
As the economy recovers and businesses prepare for retrenchment in consumer spending, enterprises have changed the way they invest in customer service technologies. Today, technology investments in customer service must be vendor-agnostic, flexible, and achieve RoI within six months. This has increased the number of hosted or “in the cloud” deployments.
Over the past two years, under extreme pressure to retain customers, increase customer loyalty, and reduce overhead costs, enterprises have been forced to rethink their customer care strategies to strike the right balance between effectiveness and efficiency. The contact center is at the heart of this strategy. Because of shrinking budgets and limited in-house expertise, enterprises are increasingly investing in hosted contact center services to reduce capital outlay and to access a wide range of technology options. This enables enterprises to develop new business processes and create more flexible staffing plans.
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