The contact center is no longer perceived strictly as a "cost center."
That does not mean its performance is under any less scrutiny.
Results remain the name of the game in the contact center, and that means every aspect of the operation - from the objectives that are established, to the metrics that are applied, to the agents that are hired, to the interactions that are hosted, to the channels that are utilized, to the technological solutions that are implemented - must be constructed with performance in mind.
Call Center IQ's 2015 Executive Report on Contact Center Performance & Operations investigates all such issues -- and arms readers with a research-driven, expert-guided pathway to success.
Best of all, it is completely free. Download now:
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