Leading organizations are restructuring for better service

Many organizations are restructuring so that all channels of contact with customers are under the same management umbrella.  This is causing enormous internal structural change that involves IT, HR, marketing, operational areas – and virtually every other department.  Whatever the final structure, all contact channels must be planned and operated cohesively – each impacts the others.

To Whom Does the Call Center Report?

Chief Operating Officer                     24.8%

CEO/President                                    15.9%

Chief Customer Officer                      6.7%

Chief Marketing Officer                     5.7%

Chief Financial Officer                       4.8%

Chief Information Officer                  3.2%

Other                                                   38.9%

Source: ICMI Report, Executives and the Contact Center