“ I LIKE TO SAY IT ’ S AN ATTITUDE OF NOT JUST THINKING OUTSIDE THE BOX , BUT NOT EVEN SEEING THE BOX .”
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YOUR CONTACT CENTER TO AN OPERATIONAL POWERHOUSE … A POWERHOUSE OF SCALABILITY , CAPABILITY , AND PROFITABILITY !
BY KATHLEEN M . PETERSON , POWERHOUSE CONSULTING , INC .
The term " powerhouse " can mean a person , team , or organization that has a lot of energy , strength , or skill . In the world of business , a Contact Center has the potential to be a true " powerhouse ."
I have been in the Contact Center industry for decades and have watched it grow and evolve . What started as a new and often resisted part of business has become a critical component of how companies operate and connect with customers . The rise of Contact Centers coincided with the development of digital " voice " technology and the deregulation of industries like banking . These
10 CONTACT CENTER PIPELINE changes allowed companies to expand their services nationwide , creating a perfect match between business needs and new technology .
Deregulation also led to interstate marketing , mergers , and acquisitions that forced companies to centralize operations . As a result , the emerging " Call Center " ( now known as “ Contact Center ”) technology of the time became essential . In the early days , executives were excited about this new technology and invested heavily in it ; this laid the foundation for the long-standing importance of Contact Centers within businesses .
“ I LIKE TO SAY IT ’ S AN ATTITUDE OF NOT JUST THINKING OUTSIDE THE BOX , BUT NOT EVEN SEEING THE BOX .”
-- SAFRA A . CATZ , ORACLE CEO