There is no single factor that will deliver a successful contact center. Success is made up of technologies, processes, procedures, agent productivity, and customer feedback. To deliver a successful contact center, multiple factors need to co-exist and integrate both technology and people. The expectations for the contact center should be clear and rest on a solid foundation, not a piecemeal approach. The technologies chosen will not work unless the agents and management involved are part of the operation forming a partnership with management and the technologies.
