June 27, 2013

The US Contact Center Decision-Makers' Guide 2013: Summary of Findings


The "US Contact Center Decision-Makers' Guide" is an annual primary research report delivered by ContactBabel that  offers analysis on the performance, operations, technology and HR aspects of US contact center operations. This paper hits the guide's highlights, reporting on study results including: interaction recording & analytics, agent desktop, contact center performance metrics, virtual contact centers & home-working, IP and convergence, call-back, queue management, multichannel workforce management, and multimedia management. Also covered:  metrics and analysis for self service, social media, and the mobile customer. 



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