ROI

Let’s face it, there are other technologies in the contact center that are more exciting than your IVR. But despite the rise of other communication channels, telephony remains “by far the largest inbound interaction channel,” according to ContactBabel. That being the case, it’s worth asking, “Is it time to upgrade the IVR?” Here are five...

Two of the most critical issues companies deal with when deciding on the right omnichannel solution are what it costs and how it’s controlled. The cost of installing and maintaining a sophisticated omnichannel operation is as low as it’s ever been, for three reasons: The cost of all the pieces of compute-network-store infrastructure becomes cheaper...

As contact centers evolve into omnichannel centers, they’ll need to establish and track new KPIs that accurately measure value and success. That means taking new approaches and establishing new metrics that map to omnichannel strategies and goals. Here are a few examples of each. New Approaches Qualitative as Well as Quantitative We’ve been primarily focused...

There is a widely believed superstition that an omnichannel investment is expensive, complex and disruptive. Central to this myth are twin villains: the first is Rip and the second, Replace. Their shared mission: drive up omnichannel costs to the point where it’s an unjustifiable investment, with slow payback and weak ROI. Rip and Replace is...