Report: The Evolving Contact Centre Landscape

In a difficult economy, successful contact centres will use insight, technology and agile management to solve problems without undermining performance or stifling growth.

In this report, we detail the results of our survey, and suggest ways for contact leaders to meet their goals.

At its core, the research shows that internal collaboration, better workforce management and top draw technology can square the circle of better service at reduced cost.

It suggests that better data management – sourcing, measuring, analysing and acting on it – will be crucial to this success.