According to a new report by the Aberdeen Group, seventy-nine percent (79%) of Best-in-Class (BIC) firms see optimizing their service delivery model as a way to reduce up-front technology costs to increase availability. Furthermore, by utilizing a hosted model, 65% of BIC companies see benefits from flexible On Demand licensing and an increase in available functionality. Thirty-nine percent (39%) of survey respondents also say they use or plan to use an outside firm to manage their contact center resources, further positioning themselves to cut costs and provide around the clock service to customers.
A large percentage (50%) of BIC organizations indicate that top pressures to continued success are Total Cost of Ownership and increasing availability to customers. To further mitigate TCO, Best-in-Class firms (72%) look to moving support traffic to the channel best equipped to handle customer issues. Although 50% of Laggard companies see this as a pressure, the other half do not and thus may be missing a major opportunity to cut costs. A top challenge BIC organizations face when providing increased availability of contact center resources is providing the right mix of tools such as automatic call distribution, which is implemented by 90% and 43% of BIC and Laggard organizations, respectively.
How do companies know which technologies they should be using? By measuring their key performance indicators (KPIs). With approximately 90% of all BIC companies measuring KPIs, Best-in-Class companies undoubtedly see value in measuring.
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