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What Senior Managers Need to Know About Contact Centers

If you’re like many across the contact center profession, you’re about to enter the budgeting cycle for 2015. So what better time to take stock of the understanding your organization’s senior level leadership team has of your contact center’s environment, value, and direction? There’s no way around it: To succeed, your contact center needs commitment and involvement from the top. ICMI has gathered the “must knows” to boost your leadership team’s awareness and understanding in the article summary below:


1. Contact Centers are becoming more complex.

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