Magazine article CRM Magazine

Aspect[R]: Research Reveals Results: Building a Next Generation Contact Center Leads to Better Outcomes

Magazine article CRM Magazine

Aspect[R]: Research Reveals Results: Building a Next Generation Contact Center Leads to Better Outcomes

Article excerpt

As companies are under pressure to deliver continuous financial success, most organizations are turning to their most valuable asset--customers--to gain a competitive edge. Customers on the other hand, use numerous channels (e.g. web and social media) to access and receive a wealth of information from numerous sources, including friends, family and colleagues. Delighting these educated customers requires companies to abandon managing customer interactions in separate silos (e.g. call center, customer service, sales and marketing), and to create a holistic customer engagement program than spans multiple business units. This helps companies make the leap in transforming their customer management activities from a traditional contact center into a next-generation profit center.

This Analyst Insight from Aberdeen Research demonstrates the business impact of Microsoft SharePoint as a collaborative platform used to streamline and transform contact center activities. It also highlights practical steps in using SharePoint to manage multiple contact centers in a coherent fashion while connecting contact center activities with customer engagement efforts across the broader enterprise.

SHAREPOINT USERS ACHIEVE BETTER PERFORMANCE RESULTS

Companies using SharePoint within their contact center(s) achieve 43% better (70% vs. 45%) results in first call resolution rate--a key metric used by 69% of the contacts centers to assess overall performance results. They also have 16% greater (58% vs. 50%) agent utilization results. While the difference in agent utilization rates might appear comparably narrow for some organizations, research shows that it has a significant impact on contact center operational costs. Indeed, data from Aberdeen's current June 2012 contact center workforce management study indicates that an 8% difference in agent utilization rate equals approximately $1,873 in incremental annual cost per agent resulting from agent paid/salaried time spent idle. As the number of agents within the contact center increases, this translates into significant financial savings by SharePoint users. For example, a contact center with 400 agents would save $748,000 each year.

In addition to the above findings, data indicates that companies using SharePoint as a building block of their next generation contact center activities accomplish far greater year-over-year performance gains. …

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