The Contact Center: Low-Cost Driver … or Strategic Differentiator?

Contact center work has historically been viewed as non-core to the business and, as such, contact center providers have been considered a commodity. This perception is changing as customer care evolves into a strategic enterprise-wide initiative with bottom-line impact.

Yet, many executives still contend all vendors are created equal – they’re just a means to achieving a corporate objective of generating increased efficiencies and driving costs down. After all, today’s business mantra is “do more with less.”

The truth is … all vendors are not created equal. Some subscribe to the low-cost, transactional model. Other higher-priced providers more than compensate for upfront incremental costs by transforming the contact center into a strategic differentiator.

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