In November 2011, ICMI asked, Is your contact center planning to expand in 2012?. The responses were mainly positive - a pleasant surprise in light of recent economic struggles.
57% replied (with implied enthusiasm) "Yes," while 2% revealed that, Yes, they would be expanding but this expansion was only temporary. 25% said, "No, we do not have plans to expand at this time" and 9% expected their contact centers to shrink in 2012. Finally, 7% were not sure if an expansion was in the works.
Now that we are nearing the half-point for 2012, have these expansion goals been realized in your contact center? Have your goals changed since then? Share your comments with us here.