NACC Call Center Industry Report Reveals Optimistic Outlook

Lately it’s been tough to find much positive news about business and the economy. However, the latest report from the National Association of Call Centers (NACC) shows a very positive outlook for the contact center industry. The benchmarking report shows that the contact center industry has rebounded from the recession and has been steadily growing over the past couple of years. In fact, 95% of the respondents felt that economic and business conditions in 2011 will be the same or even better than they were in 2010. Download the North American Contact Center Industry 2011 Mid-Year Update and Forecast research report now to learn more about how our industry has weathered the tough times and come out smarter, stronger and prepared for the future.

In this report you’ll learn what the NACC sees as some of the contributing factors to the industry's resilience, including:

• Advances in Workforce Optimization technology, including quality monitoring, performance management, E-learning and workforce management.
• Growing interest in Social Media
• High interest in Desktop Analytics solutions
• How First Call Resolution is being tracked
• Key Unified Communications trends
• Contact Center Hiring patterns and trends