With the current economic challenges, many organizations are likely looking for ways to control costs as they serve customers. Done right, these efforts can succeed. But the wrong approach can backfire and result in new and/or hidden costs, frustrated employees and dissatisfied customers.
One thing is certain: reducing costs across the board does not work well. Insufficient staff, network or other resources can quickly lead to long queues, additional contacts (e.g., when customers use multiple channels to reach the organization) and intolerable agent occupancy rates. It is possible to control costs and maintain services that support your brand and great customer experiences.