Title	Waste the black hole of call centre operations
Extract	Ask any contact centre manager what the biggest cost in call centre operations is, and chances are they will tell you it's their people. And there's a good reason for this conventional wisdom: spending in the call centre continues to escalate, and the bottom line is that human resources (HR) expenditures dominate call centre budgets, regarless of industry or location
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Document Link	documentlibrary/opinionpiece/wastetheblackholeofcallcentreoperations.htm

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