Revenue generating or not, most contact centers could be contributing a higher level of value to their organizations than they do today. In fact, over 60% of contact center leaders today believe that the rest of the organization perceives them as a cost center. This overwhelming perception of the contact center as a “necessary evil” is not just detrimental to the contact staff and its customers; it’s widely-held, incorrect logic.
The questions remain: Are all contact centers, revenue generating or not, capable of providing significant value to the organization? Is it possible for all contact centers to be profit centers? What are the mentalities, methodologies, and misconceptions that drive the perceived value of an organization’s contact center(s)?
Zendesk sponsored ICMI to research what it takes to make the leap from cost center to profit center. ICMI asked the questions, completed the research, and uncovered what it takes for today’s contact center to make the leap from cost center to profit center.
During this webinar you will learn:
- The immediate opportunities for your contact center to provide more value to the organization
- The three fundamental characteristics of profit centers
- The root cause of the cost center mentality and what you can do to change it
- Key contact center metrics for measuring your impact as a profit center