Contact Centers: Current State

Published On:
September 29, 2017
Authored By:

With the growing trend of customer-centricity, contact centers have a strategic role within the organization to deliver value and support its strategic initiatives. However contact centers continue to face challenges in utilization, resources, and attrition. The articles in this collection address these issues and include benchmarks and analyses using data from APQC’s Open Standards Benchmarking in contact centers.