BenchmarkPortal will air a new online radio show onCallTalk, (http://www.benchmarkportal.com/call-center-newsresources/calltalk-online-radio-show) discussing the positive financial effects of contact center technology on a company’s financial performance.
The host for this show will be Bruce Belfiore, CEO at BenchmarkPortal. The guest speaker is John Chatterley, senior research analyst with BenchmarkPortal and CallTalk co-host Dee Buell.
The online show will discuss the groundbreaking research that statistically ties technology to better performance of key metrics. Every year companies spend millions of dollars on technology in hopes of improving customer satisfaction, as well as a company’s competitive position and operational performance while reducing costs. Up until now there has never been a statistically valid research study, with data from hundreds of companies across a diverse set of vertical industries, that clearly indicates whether a relationship truly exists between more advanced technology and better company performance.
Dr. Natalie L. Petouhoff, a co-author of this research study, said, “While most companies still think of the contact center as a cost center, this study finally proves that adoption of more sophisticated technology results in not only improved customer and customer service agent satisfaction, but also in contact center efficiencies and effectiveness. For executives looking to justify management decisions regarding technology acquisition, they now have scientifically‐supported evidence that satisfying customers and enhancing financial performance are not at odds.”
The full report is available here: “The Impact of Technology on Contact Center Performance” (http://www.benchmarkportal.com/store/call-center-white-papers/impact-technology-contact-center-performance-bruce-belfiore-john-chat)
The free online radio show will air Wednesday, April 18th, 2012 at 10 a.m. PT/1 p.m. ET. Click here to listen toCallTalk, (http://www.benchmarkportal.com/call-center-newsresources/calltalk-online-radio-show)
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