Contact Center Investments Make Good Cents
IT Connection blog by Jerry Caron
Summary Bullets:
- Customer service in general and contact centers in particular play a crucial role in the health and image of virtually any business
- The contact center market is stepping up with innovations to meet growing demands, and IT departments and business leaders should carefully examine their level of investment given the importance
The annual global spend on advertising, or customer acquisition, is roughly $500 billion. The customer relationship management (CRM), or cross-selling, market stands at approximately $50 billion. The contact center slice of the pie is $9 billion. These figures were trotted out at last week’s Genesys G-Force conference in Barcelona by the company’s top sales executive in an effort to make the case that perhaps enterprises need to adjust their priorities a bit. That Genesys—one of the contact center market leaders—would make that argument is hardly surprising, but given the irrefutable influence that customer service in general and contact center activities in particular have on brands, the fundamental point sits on a solid foundation despite the self-serving platform upon which is was delivered. Read more of this post at http://bit.ly/Uhqc6d
Media Contact:
Amee Singh
Sr. Director, Marketing Communications
pr@currentanalysis.com
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