The US Contact Center Decision-Makers’ Guide, 2011 Now Available

“The US Contact Center Decision-Makers’ Guide, 2011”, the major annual report studying the performance, operations, technology and HR aspects of US contact center operations, is now available for download, free of charge.
A detailed structured questionnaire was asked to hundreds of contact center managers and directors, and the result is the 4th edition of the largest and most comprehensive study of all aspects of the US contact center industry.
The topics covered in the 260-page PDF report include:
• Salaries and bonuses
• Attrition, absence and recruitment
• Technology implementation and plans
• The customer of the future
• Strategic directions
• Outsourcing
• Investment and headcount plans
• IP, virtual contact centers and homeworking
• Location ratings
• Quality, complaints and customer satisfaction.
Tables and analysis are segmented by vertical market, contact center size and other relevant groupings, so you can fully understand the parts of the US contact center industry that are of most interest to you.
A free PDF copy of the entire 260-page report is available here