Call centers are no longer the ugly duckling in your company. How do contact centers create value to company and client? Has social media killed our contact centers? How do we throw off the negative aura surrounding contact centers? Judging by the amount of employees in the contact centers of today's companies, one cannot simply overlook their importance to sales, marketing and customer service. Yet somehow still the cliché lives on that customers don't like these out-of-touch, impersonal contact centers. But how do these clichés stand up to the test of reality? Contact Center Management is an investigation into the stereotypes surrounding the sector. As it steers clear of hollowed-out theory and vague slogans, it offers a grounded approach to the creation of value for your company as well as for any client.