Contact Centers Management Models: Analysis and Recommendations

This paper presents the results of analysis of solutions in the field of Contact Center aimed at optimizing the entire system as a whole, as well as additional processes. Often, when improving the system at the request of the consumer, there are vague issues of infrastructure solutions and financial support. One of the improvement goals is achieved by examining the factors related to people or employees that shape customer satisfaction in the context of call centers. The rationale for this decision is confirmed by the short time required to scale infrastructure and information systems in emergency situations. Currently, operating call centers find it difficult to adapt to high loads and upgrade infrastructure solutions without significant costs. This paper presents the results of the analysis of call center management models and provides practical solutions.