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