In a new survey report from CRM Magazine and Knowlagent, the management, technology and human resources issues and opportunities shaping today's contact center are explored. Topics covered include the impact of corporate culture; how contact centers benefit corporate growth; technology initiatives; rise of the social networking channel; and human resource and training challenges. This report is authored by Information Today Inc./Unisphere research analyst Joe McKendrick.
Download a full version of this survey report to find out more about the role of idle time, or what McKendrick refers to as “dark matter” in contact center performance and productivity equations, and learn how your organization can tap into unexploited sources of time and resources to meet the challenges ahead.
