Despite the recession, more and more contact centers are evolving into profit centers for their organization, an annual benchmarking study has found.
 
"We were expecting to see a great deal of focus on cost management, cost control and cost optimization," said Martin Dove, global managing director for customer interactive solutions at Dimension Data. "One of the things we were surprised to see was how much more focus there was on revenue generation, specifically as it relates to customer retention."
 
Dimension Data publishes an annual benchmarking study of contact centers across the globe. The 2009 report, released last week, surveyed 550 contact centers in 36 countries at the beginning of the year.
 
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