The trend toward bringing the management of the front office and the back office together in the enterprise continues to gather momentum as evidenced by the year-end numbers gathered by Saddletree Research in conjunction with the National Association of Call Centers (NACC), the not-for-profit industry research and membership organization based at The University of Southern Mississippi. According to the results of the 2014 survey, 66 percent of U.S. organizations now have the contact center....