Stop me if this sounds familiar:

The CEO or CFO calls you into their office. It turns out that next year’s contact center budget is dropping by 10 percent — oh, and by the way, the customer base is projected to grow by 10 percent. You point out that you’re already stretched a little thin (a massive understatement). They say they understand that. “Just get it done.”

For many CX leaders, this conversation is pretty much an annual ritual — it certainly was for me — and never an easy one. But we figure out how to do more with less, quarter after quarter, year after year. We find an answer to that all-important question: How are you contributing to percent profit growth?

In the contact center world, it all comes down to minimizing operational costs. And that means maximizing agent efficiency because as every contact center director knows, personnel costs — not facilities or equipment or software — make up the biggest slice of the contact center budget pie by far (between 70 to 80 percent, in my experience). Agent training and retention initiatives can only take you so far. Demanding shorter and shorter call times will kill your customer experience, leading to missed revenue. Meanwhile, piling on overtime will eventually lead to agent attrition that costs you more money than you saved.

At the end of the day, the only way to provide great service and personalized connections to more customers with fewer agents is through smart investments in the right technologies. Now more than ever, that means contact center-as-a-service (CCaaS).

Tune in to more videos on technology investments in the contact center:
Why Migrating Your Call Center to the Cloud Is Imperative -    • Why Migrating Your Call Center to the...  

Evaluating Your Next Contact Center Solutions Provider -    • Evaluating Your Next Contact Center S...  

The Contact Center as the Central Lifeline to Your Brand -    • The Contact Center as the Central Lif...  

Learn more about CxEngage - The Human-centric Contact Center - https://www.lifesize.com/cxengage​​