Based on our recently released Customer Contact Center study, the most important drivers for these centers are cost and customer satisfaction — factors that are not necessarily compatible, and may even be in conflict at...

The results say that actual interest in revenue generation is still very low. All the talk about profit centers is just that — it’s all talk. The dominant driver [in contact center maturity] is still...

The whole agent thing hasn’t changed since I started in call centers 15 years ago. The pattern stays the same. It’s not a long-term career. It’s not a well-paid job.

As our research clearly shows, companies have focused too heavily on technology in their contact centers and haven’t paid enough attention to key process and performance measurement changes. Companies need to properly evaluate their customer-facing...

It’s just staggering to me, and I know it from personal experience. I’ve seen agents in wheeling chairs so they can wheel in between several desktops.