Call volume has skyrocketed. Customer experience is plummeting. Technicians solving problems in the field are doing their best to manage the phone lines (which isn’t panning out). After the incident played out and after a sharp jab to the bottom line, your company decided to outsource call support with a contact center. Through casual research, you find every contact center (or call center for that matter) is comprised of agents. Each agent carries a degree(s) of expertise to enhance the call support team. Each agent also serves as a dedicated or shared agent.