Call Centers Give Way to Dialed-In Contact Centers

  Dyson in Chicago. Photo by Paul Morgan.

Dyson in Chicago. Photo by Paul Morgan.

Traditional call centers – the ones that have a reputation as soul-sucking, high turn-over environments – are disappearing. A lackluster mission and the subsequent organizational design can be to blame: Too often, call centers are relegated as a cost center and a dumping ground for problems. Today, “contact centers” are partners in revenue generation and customer experience, populated with highly educated staff that have career paths and incentives beyond calls-per-minute.