A just-released Comms Dealer research report reveals the behind the scenes success factors that supercharge 10 leading MSPs in the contact centre space – and enable them to stand out.
The report (called ‘Going for growth in contact centres’) also highlights the link between Enhanced Consultancy and turning a value deficit into a value bonus – which has never been so critical, marking the
difference between future success and failure
But while acknowledged as being highly profitable and of great value to customers, consultancy is understated in MSPs’ assessments of their key differentiation factors. “This calls for a renewed and deeper focus – not just on the critical role of consultancy, but the imperative for Enhanced Consultancy as the primary source of differentiation and competitive advantage,” stated Comms Dealer Editor and report author Stuart Gilroy.
“The report emphatically confirms that MSPs operating in the contact centre market cannot afford to ignore the absolute priority to enhance their consultancy skills and apply them across the workings of entire organisations. Elevating consultancy to the next level is key to meeting customers’ expanding outcome and value expectations.”
Download the free report here – https://www.comms-dealer.com/contact-centre/going-growth-contact-centres
The report also places an emphasis on contact centre market, technology, product and service trends, especially those with the most market penetration and potential, and takes a close look at the factors that will enable MSPs to create a difference.
“As part of this it is important to assess the challenges that impact our selected cohort of leading MSPs and highlight how they are responding,” added Gilroy. “As we explore these priorities it becomes especially evident that a deeper focus on the critical role of consultancy is, more than ever, fundamental to sustained success.”
Qualitative data
The report distils all-encompassing insights and perspectives from 10 leading contact centre MSPs and brings to the surface the success factors that set them apart. “Our study uses qualitative data to ascertain the triggers behind revenue growth, where developments are happening fastest and how these change-drivers will likely evolve,” added Gilroy.
"The UK contact centre market is set for an unprecedented period of acceleration over the short-to-medium term, driven by the transition to more advanced technologies such as AI and automation and an associated shift in sources and scales of revenue."
Download the free report here – https://www.comms-dealer.com/contact-centre/going-growth-contact-centres