FEATURE
BY BRENDAN READ, CONTACT CENTER PIPELINE; Q & A DENNIS DONOVAN, WADLEY DONOVAN GUTSHAW CONSULTING
ILLUSTRATION PROVIDED BY ADOBE IMAGES
WHICH ROAD TO TAKE IN SITE SELECTION?
EACH ROUTE HAS ITS TWISTS AND TURNS.
Contact centers help guide customers on their journeys, including the twists, turns, and obstacles they face. At the same time, centers are on their own journeys. Decisions about how and where to serve customers – with on-premise or remote agents, onshore, nearshore, or offshore, with BPOs, or shifting more contacts into AI-driven self-service – help shape their success.
Make the right turn and contact centers, and critically their organizations, will bolster their abilities to maintain and grow customer loyalty and revenues while stabilizing or lowering their costs.
But go down the wrong path and they risk turning away customers and losing sales while facing increased expenses, like from not being able to attract and keep quality staff.
DENNIS DONOVAN
In today’ s uncertain economy, with both rising customer expectations and corporate expenses, and disaster and social disruption risks that threaten employee safety and business continuity, contact centers cannot afford to make poor decisions.
For guidance on which road to follow, we had a virtual conversation with Dennis J. Donovan. He is a principal at Wadley Donovan Gutshaw Consulting( WDGC), a leading site selection firm founded in 1975 with a contact center location practice.
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