Contact centers will come of age

As the April 2005 edition of The McKinseyQuarterly put it, call centers are strategic assets, "among the most underused of all corporate assets." The report said, further, that high-performing companies "understand the strategic value of a call center" and that those that "have acted on these imperatives are already generating higher revenues and providing better service—at a lower cost." Read the full article here at www.crmguru.com.