AWWA WSP57734

This slide presentation outlines opportunities for companies to reduce Contact Center costs by 15% - 30%, while improving customer and employee satisfaction by more than 10%. A significant portion of the savings can be realized without need for significant additional investment, focusing on setting high performance metrics, improving processes and making appropriate organizational changes. Selected investments will provide an additional layer of opportunity. This presentation outlines a 10-step approach to realize greater value from existing assets and various investment opportunities that include: establishing high-performance strategy/metrics; reduce/increase contacts received, not all contacts have the same value; raising self-service utilization and satisfaction; establishing a high performance quality process; reduce time spent on each call; raising the bar on employee productivity; organizing for high performance; reducing telcom and other costs; making better use of outsourcing vendors; and, reaching full potential through change management.