ContactBabel, a leading analyst firm for the contact center industry, has just released their 2011 US Contact Center Decision Makers' Guide.   This well-researched 238 page report delivers insight on people, process, and technology topics.  FurstPerson has written a research brief highlighting 3 findings from the ContactBabel Guide.  The research brief provides some comments on these findings, as well as alternative views based on our data working with contact center organizations.  As a sponsor of the report, FurstPerson is extending a special offer to receive your own copy of the entire 2011 US Contact Center Decision Makers’ Guide plus our Research Brief.