Coordinating Contact Centre Goals With Other Business Units

Brian Hardyman uses a real-world example to figure out the best way to coordinate contact centre goals with other business units.

I’d like to take this opportunity to introduce you to my colleague, Roger Lee, who is also well known in the contact centre community as Dr. WFO.

In addition to hosting the series, Roger contributes to the wealth of information shared by offering his own take on each of the series questions.

When it comes down to figuring out the best way to coordinate contact centre goals with other business units, Roger makes it clear that proactive communication from the contact centre out to other departments is the most important thing to do. This is what breaks down the usual silos found within too many businesses.

View Roger describing a real-world use case in some detail where a contact centre worked closely with marketing to understand an outbound campaign, feeding valuable information back to marketing so that changes could be made to call scripts and advertising promotions.

This close collaboration significantly reduced customer effort because self-service orders were made easier and sales calls were handled more efficiently. And this in turn reduced average handle time (AHT).

It was a win/win/win success: the customers were happier with the service, the call centre reduced an important KPI, and the marketing campaign contributed to higher sales.

This is just one example of the insightful information shared by our panel of experts, so take a moment or two to view and hear what the others have to say.

Follow the link to view the WFO 2017 Video Series

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Published On: 2nd May 2017 - Last modified: 26th Feb 2019
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