The Real-Time Contact Center

Acknowledgments

The Real-Time Contact Center lays out the strategy for the next generation of contact centers, presented from the perspective of a practitioner turned strategist. It addresses strategy, best practices, technology, management, people, and process, as all must be in sync for a contact center to be world class, and represents years of study and analysis of all aspects of contact centers—from the most mundane to the most challenging, including how to convert cost centers to profit centers and what systems and training are required. So many people in thousands of companies have contributed to the development of the strategies presented in The Real-Time Contact Center. I thank you all.

As I was writing the book, I often called on colleagues ...