Contact Center Expansion in 2012
Empowering contact center excellence for 30 years!

Contact Center Expansion in 2012

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.



Topics: Strategy & Planning, Site Operations

Related

More from The Editors

Comments

Leave a comment

Please sign in to leave a comment. If you don't have an account you can register for free here.

Forgot username or password?

   

QuickPoll

Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
More Polls