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Report: Nucleus Research: Evaluating The On-demand Contact Center
Overview
Providing quality customer service is key to customer satisfaction. For many organizations, the need for quality customer service has driven a significant investment in contact center technology in the past 10 to 15 years. However, much of that investment was made in on premise call centers before the rise of multichannel customer service. As customer service agents have been tasked with handling more forms of interaction, traditional call centers have three choices:
- Increase costs by investing in new modules, upgrades, and integration to support multichannel customer interactions
- Manage costs and reduce customer satisfaction by not supporting seamless multichannel interaction
- Increase current and future flexibility and reduce operational cost by moving to an on-demand contact center.
Nucleus has found that pursuing the third option, an on-demand contact center, is the best strategy to maximize returns from contact center investments.
An on demand contact center gives organizations the flexibility to leverage new technologies and a geographically distributed workforce as well as to expand or contract as needed ― at a far lower initial and ongoing cost than a traditional on premise contact center.
Moving contact centers on demand can dramatically reduce ongoing costs while supporting multichannel communication. Properly deployed, on demand contact centers can deliver payback within a few months.
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