Simplifying Contact Center Management for Your Enterprise or Government Agency
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Overview: Executives and analysts alike realize more than ever that the contact center can have a tremendous impact on their overall business in the areas of revenue, costs, market intelligence, and customer loyalty. A contact center is many things - cost center, profit center, key source of revenue, key source of frustration, strategic weapon, strategic disadvantage, source of marketing research, source of marketing paralysis. In the contact center business, its become increasingly important for contact center professionals to work from a defined methodology. This white paper attempts to provide a high-level approach to the different methodologies one can use.