Reducing Costs in the Contact Center, Part 1 of 2

5. Consider process improvements. What does your quality and call monitoring show about your operation? As you walk through your system and operation, where are the bottlenecks? How can systems be streamlined? What functions and types of information can your system do more easily online? If you’re still processing batches of mail orders, can scanning reduce costs? How can live chat and e-mail management systems improve your operation? Do you need to move to the next level of call-scheduling software?