As opposed to the old “call center = cost center” model of yesteryear,  today’s contact center can become a core operation that helps meet corporate strategic goals for profitability and revenue.

As the true eyes and ears of your organization,  the contact center can be transformed into your intelligence operation – mining valuable data from each customer contact. Contact center employees and self-service solutions can gather relevant information,  such as:

• Product feedback, quality, usability, pricing
• Missing products, features, services
• Process feedback: too complex, too lengthy
• Reaction to corporate news or events
• Reaction to promotions or campaigns
• Competitive product or pricing information

Channels can be created via technology to instantaneously share this feedback with departments such as product planning,  marketing and sales. This intelligence can then enable critical improvements to services, products,  campaigns,  sales strategies and more. In turn,  this can lead to reductions in operating costs,  increases in revenue and better customer relationships.

A fully effective customer contact center has the tools and resources available to quickly identify cross-selling and up-selling opportunities. Technology is available for quick communication and alerts from product development and marketing functions to enable contact center employees to know who to sell to and when to sell – the ultimate culmination of people,  process,  and technology.
Eventus has consultants who can help you turn your cost center into a revenue center with today’s best industry solutions,  including:

• Best Offer/Personalization: There are many CRM products that allow organizations to collect a historical and sophisticated view of the customer. Armed with this information, your agents can personalize their greetings and handle the customer interactions from a position of knowledge.
• Customer Segmentation: Eventus can help you identify your most valuable customers, most at risk customers and customers with the highest propensity to buy. In working with you, Eventus can help you select the technology and set the business rules that will segment your potential customers to meet your goals.
• Customer Acquisition: Eventus can help you target the right group with the correct marketing strategy at the right time. There is a wide array of marketing resources available to convert prospective customers to buyers, including telesales, telemarketing, sms messaging, emailing, and faxing.