The "US Contact Center Decision-Makers' Guide" is the major annual report studying the performance, operations, technology and HR aspects of US contact center operations. Taking a random sample of the industry, a detailed structured questionnaire was asked to 210 contact center managers and directors between November 2011 and February 2012. Analysis of the results was carried out in February and March 2012. The result is the 5th edition of the largest and most comprehensive study of all aspects of the US contact center industry.
Unlike previous reports, which looked at discrete solutions without prior reference to the commercial and operational issues which they address, the US Contact Center Decision-Makers' Guide first identifies six of the major pain points and issues that affect the contact center industry:
• Improving quality and performance
• Maximizing efficiency and agent optimization
• New media and the customer of the future
• Increasing profitability
• HR management
• Strategic directions.
Within each section, specific solutions are identified that can be used to solve these issues, along with the analysis of the primary research data that are relevant to this area, including a comprehensive statistical analysis in graphical and tabular form. Enghouse Interactive is providing the " 2012 ContactBabel US Contact Center Decision Makers' Guide" free of charge.