State of the Contact Center: Bryan Cantor, Call Center IQ


This White Paper from Brian Cantor of Call Center IQ, discusses contact centers and their structures.

The paper focuses on four key industries: Finance/Insurance, Consumer Services, Business Services, and Customer Goods, identifying key challenges in each industry, and zeroing in on the ideal contact center structures for each one, pointing out how the arrangement of responsibility for incoming and outgoing customer service calls can vary widely depending on the industry- meaning that there is no ideal structure for any given business, or even any given call center

Click Here For the Whitepaper


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