A contact center is many things - cost center, profit center, key source of revenue, key source of frustration, strategic weapon, strategic disadvantage, source of marketing research, source of marketing paralysis - all depending on the goals and capabilities of the contact center.

With the emergence of worldwide competition in the contact center business, working from a defined methodology is becoming increasingly important. This guide attempts to provide a high-level approach to the different methodologies you can use, with lots of information not only on running contact centers, but also on implementing technology in contact centers in a profitable way.