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The 2012 US Contact Center Decision Makers Guide – 5th Edition




ContactBabel is a leading analyst firm for the contact center industry. The Contact Center Decision-Makers' Guide is an annual report prepared by ContacBabel that looks at the performance, technology, HR and strategic direction of contact centers.

A detailed structured questionnaire was used to survey 210 contact center managers and directors between November 2011 and February 2012. Analysis of the results was carried out in February and March 2012. The result is the 5th edition of the largest and most comprehensive study of all aspects of the US contact center industry.


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