US Contact Center Decision-Makers’ Guide 2013
This annual report studies the performance, operations, technology and HR aspects of US contact center operations. It identifies six of the major pain points that affect the industry and contains a directory of organizations that provide services, products and solutions to contact centers.
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- Improving Quality and Performance
- Maximizing Efficiency and Agent Optimization
- New Media and the Customer of the Future
- Increasing Profitability
- HR Management and Improvement
- Strategic Direction