Your aging call center may be giving you plenty of reasons to modernize. But beware of a “like for like” upgrade. The right contact center investment can do so much more than alleviate current shortcomings. A new contact center with limitations is no better than an old call center with the same limitations. In this paper, Ventana Research explains why effectiveness, rather than cost, should inform your evaluation and decision process.
Cloud contact center buyer’s guide
Today’s cutting edge contact centers can improve old processes and introduce innovative new technologies. Organizations should make these changes now to serve a new generation of highly demanding, highly connected consumers who expect advanced automated self-service and the freedom to use the contact channels of their choice. Some
Ventana Research 2021 Contact Center in the Cloud Value Index
The Value Index for Contact Center in the Cloud is based on a comprehensive examination of 14 vendors' products in seven evaluation categories, five that evaluate the products' experience and the ability to support the breadth and depth of business and technology needs for contact centers and two that address customer experience and the supporting vendor validation and total cost of ownership/return on investment.
The Value of a Lifetime Customer
It costs less to keep a customer than it does to replace one. Furthermore, loyal customers make repeat purchases. In this paper, Ventana Research explains Customer Lifetime Value (CLTV) and how the right call center investment can deliver higher customer lifetime value to help a business grow faster and more profitably.