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How to turn customer service into a profit center

David Taber | June 17, 2014
'The Producers' profited from an idea that was supposed to lose money. Most companies are happy if their call centers produce zero margins. It doesn't have to be that way.

Don't Shoot the Moon, Change Won't Happen Overnight

Nirvana would look something like this: Natural-language sales aids, dynamic pricing, real-time appointment rescheduling, gamification of employee incentives, a customer loyalty award system, and so on. Three words of advice here: Take it slow.

It's hard to enhance customer support applications because they need to integrate with so many other systems in your infrastructure. Work must be done incrementally, with goals, budgets and schedules that don't over-reach.

There's an even bigger reason to take it in steps: You have no idea how customers will react. They may rejoice, or they may crucify you on Yelp. Conduct surveys and run usability tests with real users before making serious investments in the customer service revenue strategies discussed here.


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