Contact Center Operations in a Down Economy - Market Insight

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A declining economy affects how contact centers operate. The competition for resources inside an organization pits the labor-intensive customer care operation against other profit centers. In recessions past, contact centers have fared badly, as they have been seen as easy places to make cuts in headcount and to defer infrastructure spending. This time, though contact centers are just as vulnerable, they should be able to make a better case for their value, and for the value of investing in them. This market insight will outline some of the challenges contact centers face, and how savvy managers can turn them into powerful opportunities for increasing their parent organizations' awareness of the centers' contribution.

Table of Contents

Contact Center Operations in a Down Economy - Market InsightContact Center Operations in a Down EconomyExecutive SummaryHow the Economy Changes ThingsKey ChallengesOpportunities for AdvancementTechnologies ImpactedStrategic Recommendations for End UsersConclusion




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