Contact centers have great capacity to help provide many different types of departments within a business with insight and support. Information captured about each department can be used to help improve innovation, quickly fix problems, and to develop competitive advantages for a company. 

Take a look at how contact centers can benefit each of these departments:

Legal

• • Enables consistent and accurate customer communications and policies
• • Serves as an early warning system for quality problems
• • Identifies and addresses impending customer problems
• • Provides a rapid response to news/media reports
• • Contributes to internal communication
• • Serves as a training ground for customer service policies

IT/Telecom

• • Furthers organization wide infrastructure development
• • Furthers self-service usage and system design
• • Provides a concentrated technology learning ground
• • Provides the essential human bridge between diverse processes and systems
• • Is a driver of innovation in IT/Telecom advancements

Research and Development/Design

• • Provides information on competitive direction and trends
• • Highlights product compatibility issues and opportunities
• • Provides customer feedback on usability
• • Differentiates between features and benefits from the customer's perspective
• • Identifies product and service differentiation opportunities

Manufacturing and Operations

• • Pinpoints quality and production problems
• • Provides input on products' and services' usability and clarity
• • Contributes to product documentation and procedures
• • Highlights distribution problems and opportunities
• • Facilitates communication related to capacity or production problems

HR and Training

• • Captures cost and revenue information by customer segment
• • Contributes to the control of overall costs
• • Serves as an early warning system (positive and negative)
• • Is essential to successful mergers and acquisitions
• • Contributes to shareholder value through strategic value contributions
• • Is essential in establishing budgetary strategy and priorities

Financial

• • Captures cost and revenue information by customer segment
• • Contributes to the control of overall costs
• • Serves as an early warning system (positive and negative)
• • Is essential to successful mergers and acquisitions
• • Contributes to shareholder value through strategic value contributions
• • Is essential in establishing budgetary strategy and priorities

Sales and Marketing

• • Provides detailed information on customer demographics
• • Tracks trends (purchases, service and support issues) and response rates
• • Enables permission-based targeted sales and marketing
• • Supports segmentation, branding and personalization
• • Provides customer input on competitors
• • Provides customer surveys and feedback