![contact center cost structure](https://www.strategiccontact.com/wp-content/uploads/2011/01/cc-cost-structure.jpg)
A few years ago, my colleague and I decided to model contact center costs for three representative centers – small, medium, and large – using a process-based analysis approach and comprehensive modeling tool. We varied key elements that can change a center’s makeup – such as self-service technology – and examined the impact it had… Read More »