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Scaling down cost per contact

Cost per Contact includes all costs that are needed to run a contact center, like salaries, facilities, software etc. Divided by the number of contacts handled. In this blog, we go through five possible ways to reduce the cost per contact. First, optimize the Interactive Voice Response (IVR) which can provide telecom usage savings. Second, using a callback feature in the IVR can provide both telecom usage and port allocation savings. Third, overall operations cost savings can happen by utilizing skill-based routing, which can benefit all call center channels - phone, chat, email, etc. Fourth, workforce optimization tools do just that, and can help reduce costs related to staffing and telecom usage. Lastly, since it is cheaper to have a customer help themselves, so if you can provide self-service options, you should.Read more at

http://www.incontact.com/blog/reduce-cost-per-contact-5-tips/

 

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