2 minute read
By Dick Bucci
Posted in Customer Engagement
At Pelorus Associates we have tracked contact center statistics for more than a decade. Based on our estimates, nearly 9 out of 10 contact centers have 150 or fewer agents. These smaller contact centers employ almost half of all agents in North America. It would follow, then, that investments in customer engagement solutions would parallel that same distribution.
But that is not the case. Larger contact centers are by far the most significant buyers of customer engagement solutions.
As a rule of thumb, once a contact center grows beyond 30-50 agents, it is extremely difficult to consistently deliver high-quality service based only on management observations, experience and instincts. Automation is required for quality monitoring, workforce planning, and performance management.
Besides the difficulty of manually managing even a modestly sized contact center, there are other important reasons why small-to-medium-size businesses should invest in state-of-the-art customer engagement technology.
Over the years leading vendors have launched products targeted to the SMB business sector. These have met with mixed success as the offers tended to deliver limited functionality -- and the upfront capital investment was still substantial for this segment. As well, business owners were reluctant to invest in solutions which rarely operated at even close to full capacity. Smaller organizations are not averse to technology. In fact, young technology companies have been powerful growth engines for the past two decades -- the investment simply has to make sense for their business.
The good news is that now, with the advent of the subscription model powered by cloud-based architecture, organizations of all sizes can affordably invest in advanced customer engagement technology. While offers vary by vendor, the core value proposition is little or no upfront investment, ongoing costs scaled to actual usage, and assurance that the solution will always be up-to-date with future enhancements.
Founder and Chief Analyst Pelorus Associates
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