This is the time of year that many of us start to wonder what the year ahead holds for the contact center industry.
This year, instead of wondering, pondering, guessing and speculating about what could happen in 2016, we decided to take a more scientific approach to our conjectures. This approach included conducting a research study among end-user members of the National Association of Call Centers (NACC).
Our reasoning was that if we could quantify the issues on the minds of customer....