Independent Contact Center Consultants: Bridging Strategy, Technology and Operations Since 2004

Posts Categorized: Cost Structure

7 Findings from a Contact Center Cost Structure Analysis

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 »