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How-To Guide: Transforming from Call Center to Contact Center

If loyal customers are the lifeblood of a successful marketing program, call centers are the heartbeat. It is within the call center that happy customers become loyal advocates or disenchanted. All too often, however, call centers are viewed by marketing professionals as an afterthought instead of a key to customer loyalty, customer satisfaction and as a lead generation. Modern marketers must move from seeing Customer Care as a secondary supporting function to one of primary importance to marketing programs and lead generation, along with other digital marketing and sales activities. This How-To Guide challenges marketers to view the call center as a potential source of revenue and lead generation as well as the hub of Customer Care. This report discusses the misperceptions around call centers and shows modern marketers how to transform their call center (cost center) into a Modern Contact Center (profit center) by recognizing its strategy in lead generation and customer experience. This brief 11-page How-To Guide is designed to provide practical advice for building a Modern Contact Center and outlines the following: - Executive Summary - Opportunities & Challenges of the Call Center - Creating a Modern Contact Center - Contact Center Application Selection Criteria - Action Plan - Bottom Line

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How-To Guide: Transforming from Call Center to Contact Center

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  1. How-To Guide: Transforming from Call Center to Contact Center How-To Guide © 2015 Demand Metric Research Corporation. All Rights Reserved. Transforming from Call Center to Contact Center: Utilizing Intelligent Information Flow to Create a Lead and Revenue Generating Contact Center April 2015 EXECUTIVE SUMMARY If loyal customers are the lifeblood of a successful marketing program, call centers are the heartbeat. It is within the call center that happy customers become loyal advocates or disenchanted. All too often, however, call centers are viewed by marketing professionals as an afterthought instead of a key to customer loyalty, customer satisfaction and as a lead generation. Modern marketers must move from seeing Customer Care as a secondary supporting function to one of primary importance to marketing programs and lead generation, along with other digital marketing and sales activities. This How-To Guide challenges marketers to view the call center as a potential source of revenue and lead generation as well as the hub of Customer Care. This report discusses the misperceptions around call centers and shows modern marketers how to transform their call center (cost center) into a Modern Contact Center (profit center) by recognizing its strategy in lead generation and customer experience.

  2. How-To Guide © 2015 Demand Metric Research Corporation. All Rights Reserved. ABOUT THE SPONSOR Panviva are developers of the world leading business process guidance solution, SupportPoint. SupportPoint guides users step by step through processes, policies and procedures in real –time providing role-specific, contextually relevant information to the end user enabling them to perform their job more effectively and efficiently. We work with customers ranging from banking, finance, healthcare, manufacturing, distribution, utilities, pay-tv, telecommunications and government. SupportPoint has enabled our customer base to achieve measurable benefits in time to competency, reduce training costs and improve user engagement. To read the rest of this How-to Guide, become a Demand Metric member today! How-To Guide © 2015 Demand Metric Research Corporation. All Rights Reserved. ABOUT THE SPONSOR Panviva are developers of the world leading business process guidance solution, SupportPoint. SupportPoint guides users step by step through processes, policies and procedures in real –time providing role-specific, contextually relevant information to the end user enabling them to perform their job more effectively and efficiently. We work with customers ranging from banking, finance, healthcare, manufacturing, distribution, utilities, pay-tv, telecommunications and government. SupportPoint has enabled our customer base to achieve measurable benefits in time to competency, reduce training costs and improve user engagement. To read the rest of this How-to Guide, become a Demand Metric member today!

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