Contact Center Provides Innovation and Unlocks Revenue Stream
Newsday partners with VoicePort for improved customer service and data analytics
The rollout of VoicePort’s Contact Center is sure to disrupt the status quo for the publishing industry.
In her article for the INMA’s Satisfying Audiences Blog, Jamie Bowman, Manager of Audience Analytics for Newsday Media Group, writes:
“In the past, the contact centre was measured by agent productivity metrics such as average speed of answer, abandon rate, and cost per call…Today, with the publishing industry migrating to an audience-based business model, the contact centre plays an even larger part in helping retain and grow subscription revenue. At Newsday, we’ve shifted our focus to agent and customer satisfaction, stop-save performance, price increase realization, and personality matching.”
To learn more about how VoicePort’s Contact Center solution is unlocking new revenue streams and propelling the publishing industry, read Bowman’s full INMA article here.