The Contact Centre Is Not a Cost Centre | BTalk Australia

Last Updated May 4, 2009 5:11 PM EDT


(Episode 234: 12 min 10) Why do most businesses consider the contact centre as nothing more than a cost, when in reality it has a focus on obtaining and retaining revenue. Close it down and you'll be waving goodbye to your customers. So do you have the right approach to management of your contact centre?

Today on BTalk Australia Phil Dobbie talks to Jason Stirling, Senior VP (ANZ and India) for Genesys about the function of the contact centre. What does it mean for a business and how can you improve its role and effectiveness? You'll hear about the role of technology â€" for example, by directing a caller to an agent with a similar demographic profile.

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See also: Customers Who Look After Themselves | BTalk Australia Keeping Call Staff Satisfied | BTalk Australia
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