Posts Categorized: Cost Structure

Credit Union executives face a dual role when providing oversight of contact center operations. They must invest wisely in people, processes, and technology to deliver a timely, professional response each time a member contacts the Credit Union. And they must contain costs to demonstrate fiscal responsibility and return value to those same members. Strategic Contact’s… Read More »

A few years ago, my colleague and I decided to model contact center costs for three representative centers – small, medium, and large – using a process-based analysis approach and comprehensive modeling tool. We varied key elements that can change a center’s makeup – such as self-service technology – and examined the impact it had… Read More »