This paper covers many of the complications and complexities of managing a call center. It explores the various solutions available and offers pros and cons to each of the options. It shows the positive financial impact picking the right choice can have.

A lot of industry data and benchmark data is presented, with examples and the formulas used to determine the results. The advantages of a hosted call center are explained and examples of ROI are given.

This white paper is aimed at both the IT management responsible for contact center infrastructure as well as the operational management responsible for the success of the call center operation.