Preface
After an evolution of 30-plus years, billions of dollars in research and development, and countless implementations, contact centers have reached the advanced stage where they are today. Contact centers have matured from hardware-based systems for delivering customer calls on a first-come, first-served basis, to complex, multichannel, multisite servicing infrastructures. The next 5 years, however, are going to be even more exciting, as real-time contact centers alter the business landscape. Significant technological innovation and changes in strategy and practice are yielding new opportunities to enhance contact centers’ productivity, profitability, and contributions to the corporation’s bottom line.
Contact centers have evolved from ...
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