In the midst of a recession, companies continue to search for ways to cut costs while maintaining customer satisfaction. This is certainly the case for contact centers, which are challenged to achieve high levels of customer service while operating in a "leaner" manner than ever before. In contact centers, as in any type of business organization, customer satisfaction is key to success, especially in today’s challenging business environment. Firms with contact centers that provide a highly satisfactory and hassle-free customer service experience are rewarded with customer loyalty. Conversely, a single bad experience with a contact center may result in a customer being lost for life, something that companies cannot afford.