How Contact Center Investment and Value Perception Impact Key Metrics and Success
When uncertainty surges and mentions of an impending recession increase, it can be tempting for executives and contact center leaders to consider cutting future investment — especially if they see their contact center as merely a cost center or unavoidable expense. However, executives who see the contact center as a profit driver and a key source of value, rather than just a cost of doing business, are consistently rewarded with better KPIs across the board, such as half the agent churn versus contact centers that plan to cut costs.
The Conversation Excellence Lab, Balto’s research team, recently surveyed more than 360 contact center executives to learn more about their current perspectives on the role of contact centers and to find out how planned spending over the next year is influencing customer and agent experience. As our research confirms, most executives aren’t planning to cut costs in the contact center over the next year — and those who are, aren’t doing well.Join us for this free, 30-minute webinar to learn:
- The substantial impact of contact center investment on agent retention, NPS scores, and CSAT.
- Top value-generating and profit-driving activities performed by contact center agents.
- Plans for future contact center investment shared by 360+ executives.
- The evolving role of voice and human-led channels for the future of contact centers.
🗓 Tuesday, September 27 at 1 pm CDT
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Head of the Conversation Excellence Lab @ Balto
Senior Customer Enablement Manager @ Balto
Senior Content Strategist
About Balto’s Conversation Excellence Lab
The Conversation Excellence Lab is Balto’s hub for academic-level research. With the support of research teams and in-house data, we create thought-leading content focused on actionable insights for the contact center industry. This includes industry surveys, academic partnerships, and reports backed by Real-Time Guidance call data provided by Balto. Learn More
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