Managing the Smaller Contact Center
Originally published in Contact Center Pipeline, May 2011 The next time you are at an industry event, seek out some people that have worked in both large and small contact centers. The discussion will likely be dominated by those things that are different about the two operations, rather than the similarities. If you dig a little deeper into the conversation, you will find the skill requirements for each are unique. In a small center, success depends on breadth of expert