From Cost Center To Cash Cow

Bailor, Coreen
July 2005
CRM Magazine;Jul2005, Vol. 9 Issue 7, p19
Trade Publication
Provides information on issues surrounding contact center visibility as highlighted at the ninth annual user conference of Witness Systems in the U.S. in 2005. Action being taken by contact centers in hopes of gaining recognition as a valuable unit within the enterprise; Advice given by Kathleen Peterson, CEO of PowerHouse Consulting, for contact centers; Information on the workforce optimization maturity model discussed by Nancy Treaster, senior vice president of global marketing at Witness Systems.


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