The global call to "go green" hasn't been lost on the contact center industry. Going green isn't simply cutting back on practices that contribute to the corporate world's environmental footprint; it's promoting efficiency across all aspects of your business, in turn cutting costs and improving productivity. Done right, it is a "win-win-win" for the customer, the contact center and the planet!

Need ideas for how to go green in your contact center? Here are seven proven ways, along with success stories.

1. Cut back on snail mail
Especially in the financial services sector! Today's technology ensures that sensitive communications can be securely transferred online—so why are so many businesses still using paper? Whether you use the "push" (encryption) or "pull" (secure web portal) model, contemporary online security is strong and warrants consumer confidence.

Example: The "pull" method is becoming quite popular with banks. Many U.S. financial institutions are setting up authenticated self-service portals where customers can read secure email, view account information, and manage service requests.

2. Make fewer service truck rolls
Unnecessary field service trips are a big source of customer service cost and carbon emissions. Build an effective knowledge base to promote problem resolution by both contact center agents and through web self-service.

Example: A premier home appliance manufacturer, a household name in the U.S., uses a guided-help knowledge management system, powered by Case-Based Reasoning (CBR), in its contact center. In the last eight years, this strategy has helped save $50 million annually—and the planet in the process!

3. Reduce product exchanges and returns
Effective knowledge management is your silver bullet! Use it also to reduce product returns, in turn cutting back on eco-unfriendly activities like inspections, re-manufacturing and product shipping.

Example: A leading European telecom company has reduced unwarranted handset exchanges by 38 percent through preemptive phone-based customer service by agents, empowered with a guided-help knowledge management system.

4. Reduce unnecessary branch office visits
In financial services institutions, poor call center and web self-service experiences or privacy issues often compel clients to visit the local office. Use co-browse (or "web collaboration") along with knowledge management to enable customers to collaborate with phone or chat agents and complete even the most complicated forms and transactions remotely. Safe practices like hiding sensitive information (e.g., social security numbers) and letting only the customer submit a transaction address security concerns.

Example: Agents in a leading international bank use co-browse to help clients open new accounts. The knowledge-enabled customer interaction management system also automates follow-on tasks such as mailing checks.

5. Reduce unnecessary retail store visits
Proactive service is crucial for preventing unproductive store visits. Encourage customers to sign up for notifications such as service reminders and alerts about the availability of out-of-stock products.

Example: A leading pharmacy chain sends unified cross-channel refill reminders through email, voice and SMS, while a telecom company uses remote device management for preemptive services such as installation of upgrades. In both cases, the cost and environmental savings are significant.

6. Improve First Visit Resolution (FVR) rate
Service visits are sometimes unavoidable. However, there's a greening opportunity here as well. To prevent repeat visits, increase the technician's odds of success in the first visit by providing effective access to product and customer information.

Example: Field service personnel at a well-known appliance retailer use the same knowledge and customer interaction system as contact center agents. The system provides additional guidance for the actual on-site fix, along with recommended spare parts and tools.

7. Reduce carbon emissions from employee commute
The emergence of VoIP technology enables easy, inexpensive call routing to work-at-home, seasonal, and outsourced agents. Smart knowledge bases significantly increase the odds of success in this model, which helps reduce the contact center's environmental footprint and costs.

Example: A premier consumer products company uses agents distributed across its U.S. contact centers and international outsourcing hubs to provide award-winning 24/7 multichannel customer service.