The Real-Time Contact Center

14Maximizing the Benefits of the Real-Time Contact Center

If you have a contact center, it’s already a real-time operating environment. Most companies, from the smallest to the largest, have at least one contact center, and many enterprises have several in their organizations. Some, such as customer service or sales departments, were established with the intention of servicing customers from a centralized organization. Others, like the HR department, never intended to have contact centers but were forced into it by the large volume of phone and e-mail inquiries received from employees. Some contact centers are formal and use many of the systems discussed throughout this book; others are informal, utilizing just phones and ad hoc procedures developed ...