SOURCE: Panviva


September 24, 2014 08:00 ET

Rethink the Contact Center, Says Demand Metric and Panviva

Customer Experience Experts Share Advice for Turning Contact Center Into Profit Center

BURLINGTON, MA--(Marketwired - Sep 24, 2014) - The strategic role of the contact center in customer service and business growth is the topic of a Thought Leadership session at Demand Metric's Customer Engagement Summit today, Wednesday, September 24. In "Customer Support: Make Your Contact Center a Profit Center," Clare Price, vice president, Research at Demand Metric, and Stephen Pappas, senior vice president, North America at Panviva, will explain how to create competitive advantage and generate revenue by seeing the contact center in a new way. The session begins at 2 p.m. ET. Registration is free.

Attendees will learn about:

  • Mapping contact center operations to the customer journey
  • Aligning customer service with sales & marketing
  • Unexpected ways the contact center nurtures growth
  • Tapping the contact center for market insight
  • Why CMOs need to synch with customer service

"Contact centers are conventionally seen as cost centers where success is measured only by operational efficiencies and metrics. This tactical, limited view misses the significant role contact centers should have in growing a business, including revenue and profit generation," said Pappas.

"Contact centers are the heartbeat of customer care; the place where a customer complaint can cost you money or create lifetime loyalty. Demand Metric believes the contact center should mediate relationships among customers and sales and marketing, products and services, and back office operations," said Price.

About SupportPoint Cloud and Panviva
SupportPoint Cloud business process guidance software provides knowledge workers with instant access to the exact information needed, workflow navigation, applications, and communication all in one place and accessed through a simple interface. SupportPoint is a cloud-based solution deployed as a fully-managed service for rapid implementation at lower cost. North American Headquarters are in Boston, Mass., US. Visit to learn more.

About Demand Metric
Demand Metric is a global marketing research & advisory firm serving a membership community of over 40,000 marketing professionals, CEOs, and business owners with advisory services, research & benchmarking reports, consulting methodologies, training workshops & courses, and a library of practical tools and templates.

Contact Information

  • Contacts:
    Stephen Pappas
    Senior Vice President
    Panviva, Inc.
    Email Contact

    Chas Kielt
    Corporate Communications
    On Demand Marketing and Influencer Relations
    Email Contact