This is my first post on my new blog Customer Care ROI. The focus of this blog will be on how the customer care organization can impact the bottomline of any company. I have been in the contact center industry for over 20 years. The majority of the time I have been responsible for managing the actual contact center operations and delivering quality customer interactions. I have partnered with several Fortune 500 companies to develop their customer care strategy.
During my career at a major outsourcer I also served as the CFO. In this role I was responsible for insuring we maximized the profitability of our business as well as partnered with clients on to develop an ROI for outsourcing all or portion of their customer care business. This insider look at the different components that can influence a company's bottom line has provided me with a unique perspective on Customer Care and maximizing the ROI.
My intent of this blog is to share with you my thoughts on how both insourced and outsourced customer care operations can maximize their profitability and move away from being a cost center to a profit center. Below are some of the topics I plan on covering in upcoming blog posts.
If there is a question or thought you would like for me to cover please feel free to send me a message.
- Outsourcing VS Insourcing, Which is the Better Deal?
- The 3 most Important Variables to Manage as an Outsourcer
- Are you getting the Value out of your Outsourcing partner?
- What is the Real Cost of Turnover?
- Ideas from the Frontline on How to Reduce Turnover
