One of my favorite discussion topics with OpenText WFO customers and other contact center professionals is about the internal brand perception of the contact center within any organization. Contact center brand perception? Yes, exactly.
Every enterprise contact center is perceived differently by other business units and C-level executives depending on how the company approaches its customers and markets. Is the company strictly bottom-line driven, wringing every last dollar out of its budgets in order to maximize profits? Or is the company customer-centric, doing everything it can to improve customer service in order to compete effectively in the marketplace?