ContactBabel, a leading analyst firm covering the call center industry that is based in the UK, recently released their 2011 US Contact Center Decision Makers’ Guide (2011 Guide). FurstPerson provided sponsorship of the report.
The report covers topics focused on people, process, and technology. The report is based on extensive interviews with 209 contact centers across a broad number of industry groups and agent size. The report provides information on how your peers view the industry, including its recruitment and hiring practices.
