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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.
ICMI is considered the authority on contact center performance excellence. We offer comprehensive resources for customer management professionals - from frontline agents to executives - who wish to improve customer experiences and increase efficiencies at every level of the contact center.
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