Date Added: Oct 2010
Though the contact center has become an indispensable tool for companies of all sizes across all industries, it still often suffers from being perceived as a necessary evil. Efficiency and cost reduction are commonly the contact principal enduring objectives. There is nothing wrong with nursing an efficient operation, of course, And over the last decade 01. So, contact centers as a whole have been extraordinarily successful in driving down costs while processing significantly more work at measurably improved levels of service quality. The evolution of the contact center has spawned entirely new industries to provide the technologies and specialized training resources that have made these efficiency gains possible.