Contact Center Operations: A Cost Management Balancing Act

Contact Center Operations: A Cost Management Balancing Act

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Effectively managing expenses in contact centers requires a delicate balance. It’s important to remember that you’re not just handling customer transactions but also fostering relationships. Every decision you make directly influences the customer experience. However, it’s crucial to exercise caution when implementing changes that may compromise service quality, such as reducing staff numbers when they are already stretched thin. Making hasty cost-cutting decisions in the wrong areas can have severe consequences.

Yet, there are opportunities to trim costs while improving customer satisfaction — such as implementing fast and easy self-service options for routine transactions. To identify the right opportunities, focus on these three concepts:

  • Reduce or eliminate low-value transactions,
  • Streamline processes to make the best use of contact center agents’ time, and
  • Handle transactions effectively.

You can manage costs without sacrificing service quality or customer satisfaction by achieving these objectives.

Cost-effective measures to boost customer satisfaction and service quality

Let’s explore practical strategies to achieve cost efficiency while maintaining service quality and customer satisfaction. Here are a few actionable steps to consider:

Provide self-service options for routine transactions

Today’s customers expect self-service tools that enable them to resolve issues independently without contacting the company. Offering your customers quick and efficient self-service alternatives to engaging with a live agent leads to significant cost savings. In addition to reducing hold times and average handle times by providing triggered links to customers via SMS or email, self-service solutions like webchat or AI virtual agents are available to answer customers’ questions 24/7.

Improve first-contact resolution with coaching and training

Reducing repeat contacts improves customer satisfaction and lowers support costs. A well-trained agent translates into a more cost-efficient contact center and improved customer service. Leverage data-driven quality management solutions to provide agents with personalized coaching and eLearning tailored to the individual’s skills and needs, enhancing their performance and job satisfaction. These solutions also enable managers to create efficient workflows for assigning and monitoring training tasks, regardless of geographical boundaries. Aside from improving performance metrics such as first-contact resolution, one-to-one coaching and training enhance agent engagement and reduce turnover for additional cost savings.

Speed up engagements with quick access to vital information

LiveVox Connect’s fully integrated communication capabilities break down silos and connect teams in real-time, enabling agents to share knowledge, exchange best practices, and work with teammates, supervisors, and subject-matter experts to find customer solutions. In addition, providing quick, one-click access to a comprehensive and searchable Knowledge Center ensures agents have what they need to quickly and accurately answer customer queries. This reduces time-to-resolution while improving the customer experience and boosting agent satisfaction.

LiveVox Connect’s fully integrated communication capabilities break down silos and connect teams in real-time

Optimize workforce management with data-driven tools

Labor accounts for 75% of contact center costs. This is also where the greatest opportunity lies for cost management or reduction. By applying a data-driven approach to workforce management (WFM), contact center operations can optimize staffing to match workloads, regardless of whether teams are on-premise, hybrid, or remote. This strategy promotes collaboration and ensures teams stay aligned, boosting efficiency and agent engagement. Bonus: Giving agents the ability to self-manage shift bids, swaps, call-outs, and PTO requests enhances their work-life balance, leading to improved satisfaction and productivity.

As a leader in contact center operations, understanding how to balance cost management is crucial. By focusing on these action steps, you can effectively manage expenses while improving service quality and customer satisfaction.

For more expert strategies to optimize your contact center and deliver exceptional customer experiences, download our eBook, Transforming Contact Center IT Challenges into Strategic Advantages.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a proven cloud CCaaS platform that helps business leaders redefine customer engagement and transform their contact center’s performance. Decision-makers use LiveVox to improve customer experience, boost agent productivity, empower their managers, and enhance their system orchestration capabilities. Everything needed to deliver game-changing results can be seamlessly integrated and configured to maximize your success: Omnichannel Communications, AI, a Contact Center CRM, and Workforce Engagement Management tools.

For more than 20 years, clients of all sizes and industries have trusted LiveVox’s scalable and reliable cloud platform to power billions of omnichannel interactions every year. LiveVox is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.

To stay up to date with everything LiveVox, follow us @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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