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How to Recession-Proof Your Contact Center

“You get out what you put in.” This is not just a maxim for everyday life, but a truth we’ve uncovered when researching corporate spending plans. As the global economy shows signs of recession, the Conversation Excellence Lab wanted to understand how executives are planning to shift their contact center budgets, and how they view the future of the contact center as a whole.

Is the contact center a drain on resources, a necessary expense to manage customer needs? Or is it a way to foster relationships with customers, garner revenue, and otherwise generate value for the company? We spoke with over 360 executives to understand their perceptions of the contact center, and their spending plans for the near future. Here’s what we found: 

• Viewing the contact center as a source of value was predictive of lower agent attrition and higher customer NPS and CSAT.
• Older employees with longer tenure and higher titles see more value in their contact center operations.
• Despite a declining economic climate, executives aren’t cutting costs in the next year — and those who are cutting costs aren’t doing that well. 
• Agents add the most value to their organization by letting customers know about incentives and asking for online reviews. 
• Humans are here to stay: executives believe that voice and other human-led channels aren’t going anywhere in the next ten years.

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