Historically, organizations have viewed contact centers as cost centers, a necessary channel for customer support. However, many are now finding that by evolving their contact centers into multichannel platforms they can actually drive sales and customer loyalty. This also allows them to optimize costs of running their contact centers down to fractions of percentage points.
The largest expense is usually human cost, a blend of employee salaries and the physical infrastructure that houses employees. Traditionally, contact centers have operated in physical buildings outside major city centers, and high turnover presents the challenge of attracting talent to these locations.