Numbers speak for themselves: it costs about $500/visit to service a customer in person, $5.66/call with a live agent in a contact center, 45 cents/call with an interactive voice response system (IVR) and about 24 cents with a self-service web interface. The implication is simple: a business that is not using a contact center for their customer interactions is bleeding money.
In this paper, our aim is to remove the clutter and help you understand what is critical to selecting a great contact center and turn this investment into a profit.
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