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Contact Center Challenges In A Tough Economy

机译：经济不景气时联络中心面临的挑战

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A declining economy affects how contact centers operate. Inside an organization, the competition for resources pits the labor-intensive customer care operation against other profit centers. In past recessions, contact centers have fared badly, because they've been seen as easy places to make cuts in headcount and to defer infrastructure spending. This time, though contact centers are just as vulnerable, they should be able to make a better case for their value, and for the value of investing in them.rnHistorically, the contact center is one of the first, and easiest places to make cuts when the economy sours. As we head into what may become a major, long-lasting decline, the progress that the industry has made is clearly at risk. Evidence suggests that there is already a reversion to the traditional stance of using the contact center to contain costs.rnWhen facing a resource crunch, decision-makers need to factor more variables into their thinking. They need to consider the potential for revenue generation from the contact center, and whether it makes sense to neglect that for short-term budgeting. They need to consider the relative costs of customer retention versus customer acquisition.
机译：经济下滑影响联络中心的运作方式。在组织内部，对资源的竞争使劳动密集型客户服务运营与其他利润中心相对立。在过去的经济衰退中，联络中心表现不佳，因为联络中心一直被视为削减人员和推迟基础设施支出的便捷之地。这次，尽管联络中心同样脆弱，但它们应该能够为其价值和投资价值提供更好的理由。从历史上看，联络中心是首批也是最容易裁员的地方之一当经济恶化时。当我们迈向可能成为重大的长期衰退时，该行业所取得的进步显然处于危险之中。有证据表明，已经使用传统的联系中心来控制成本的态度已经转变。当面临资源紧缩时，决策者需要在他们的思维中考虑更多的变量。他们需要考虑从联络中心获得收入的潜力，以及忽略短期预算是否有意义。他们需要考虑客户保留与客户获取之间的相对成本。

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