ROI - The Proof is in the Call Center

Determining the ROI for contact center technologies can be a challenging task, particularly since it's so difficult to map direct correlations between a software implementation and intangible performance gains.

In the paper ROI - the Proof is in the Call Center, Richard Bucci, Associate Consultant, the Pelorus Group, interviews etalk customers to uncover tangible productivity gains specifically associated with the use of quality monitoring and recording products.

Mr. Bucci examines the ROI and associated benefits with:

Call and desktop recording for quality and/or compliance,
Online agent evaluations,
Agent coaching and training,
Post-call IVR customer satisfaction surveys.