Vibrant Marketing Quality(UK based Trading Company)

Everything we do, we do with Excellence
Improving Productivity and Reducing Operating Expenses
Retaining customers
Generating Incremental revenue
Providing an Outstanding Customer Experience
Increasing use of Self-Service Systems
Reducing agent Attrition
Identifying reasons Customers Call or Email
Migrating to virtual environments
Improving the Perception of the Contact Center
Preventing Outsourcing for the wrong Reasons

1. Improving the Customer Experience:

Without Customers there is no Business. (Enterprise managers have finally caught on!)

2. Improving Productivity:

This is to be expected, as Contact Centers are People-Intensive Organizations; Managers are asked to focus on Productivity Improvements Every Year.

3. Reducing Operating Expenses:

This goes Hand-in-Hand with Improving Productivity.

4. Increasing Customer Retention:

It’s Surprising that this is Number Four On the list because it is the Motivation For Improving the Customer Experience.

5. Reducing Agent Attrition:

This made its way back up to being a Top-Five Priority after Dropping to 9th place Last Year due to the weak Economy.

6. Increasing sales:

This is the Number-Two Goal for Enterprise, But in 6th place for Contact Centers. Contact Centers Need to Better Prioritize Revenue Initiatives if they want to meet the Expectations of Senior Executives. (If they do not, they are in danger of being outsourced to Asia.)

7. Increasing use of Self-Service Systems:

This Remains the Most Effective Tool for Increasing Contact Center Productivity, and is expected to continue to be an area for Investment in 2011.

8. Better Understanding:

The reasons why Customers call/email – after all of the Resources that have been poured into addressing this problem, it’s amazing that this is still a Significant Issue for Contact Centers. This also points out a Sizable Opportunity for speech and text analytics, as they are well positioned to either Provide or Improve the Quality of this Data.

9. Improving Collections Effectiveness:

Given the State of the economy for the Last couple of Years, This is not surprising.

10. Supporting Regulatory Requirements:

It’s a pity that so much Enterprise and Contact Center Resources must go toward Meeting Government Requirements. This reflects either a lack of Investment during Prior Years, or a growing Recognition that Regulations need to be meet.