The Right Call: Five Leading Practices for the Contact Center

Business contact center and IT service desk1 management practices are evolving in response to a variety of technology innovations and new business requirements. Self-help tools are changing how service desks manage first-level contacts, new approaches to agent training are enhancing service quality and reducing turnover, and organizations are reassessing their approach to staffing and outsourcing.

As quality service at low cost becomes increasingly commonplace, top-performing organizations are seeking new and innovative ways to use the contact center and service desk to gain a competitive edge.

This ISG white paper outlines five leading practices for optimizing contact center and service desk efficiency and contribution to the business, and examines emerging trends related to deriving value from the contact center.