• 9th February 2016

Contact centre solutions: the move away from minutes

Contact centre solutions: the move away from minutes

677 405 Ultracomms

A focus on productivity not minutes is key to contact centre management market

Selling contact centre solutions – like a lot of telecoms-related technology – has often been a battle for the channel.

Much of the problem has stemmed from a traditional focus on cost-per-minute, which can make it hard for the reseller to make enough of a profit to make the sale worthwhile. However, we are beginning to see the stirrings of a new approach, with some of the more forward-thinking channel companies having success with call centre customers by focusing more on ‘outcomes’, such as better staff productivity, an improved customer experience, support for omnichannel communications and other ‘value add’ benefits.

Read the full article on channelpro.co.uk

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