For SaaS companies, where the application and its data resides out on the web instead of on the local PC, the support burden is less -- and that means lower headcount in the customer contact center. Why? Because the shift to the webtop promises to sharply reduce the impact of the Windows operating system and lower the volume of support requests. What will this mean to companies and support professionals?
The drivers of customer contact call center profitability and success are Strategy, Process, People and Technology. The first executive briefing of the Contact Center Primer series covers the definition of these factors and the importance of their proper alignment.