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To Be A Profit Center, Stop Being A Silo
Traditional views of the contact center are very operational: people who work and manage in that environment have been trained to see what they do as expensive. Therefore, managers have always emphasized cost control. What they are measured on tends to be very activity-based: how many calls, how long the calls last, how many minutes of talk time per agent hour, and so forth.
These are necessary and valuable measures and views. But they miss the very concrete benefits that contact center activities deliver to the organization overall. They miss the incredible impact that the contact center has on profits and revenues. This is because until very recently, contact centers tended not to use value- or outcome-based metrics to account for its role. It's also because enterprises tend not to ask for those things from the contact center. Submitted by HigherGround, Inc.
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