For a painfully long time, business leaders treated contact centers as cost centers. They assumed customer service was inherently unprofitable and squashed costs wherever possible. But the days of the cost center as a contact center are coming to a close.
Head to any customer service, customer experience, or marketing publication—and the change hits you in the face: analysts and vendors are now decoupling the “cost center” culture from the customer service center and repositioning it as a profit center.
