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 omni-channel communications and other ‘value add’ benefits.
Read the full article on channelpro.co.uk