Many contact centers continue to operate at suboptimal levels. Case in point: One financial services company has managed to turn “press zero to talk to a human” into not just a selling point but a major advertising campaign. While some great leaps in efficiency and quality have been made over the past decade, contact centers are still in the early stages of evolution. Without question, the explosion in Internet-based transactions in recent years has raised the bar on customer service and significantly impacted the way companies operate.
