Developments in both existing and emerging technologies are driving the change from call centres, which are reliant upon a single channel of communication, to contact centres which utilise multiple channels.
This is revolutionising the way customers and organisations interact.
So far integration of the traditional channels of telephone and fax, with newer technologies such as email and WAP, have been limited as a result organisations and customers are not yet fully benefiting.
The report Contact Centres -Strategies for success is an indispensable guide to the complex business and technical strategies needed for the development and implementation of the latest contact centres.
The report provides clear evidence of how the contact centre market will develop to 2005.