Contact center managers should improve efficiency, reduce costs, and get good agent training, reduce turnover and, above all, an outstanding service experience as defined by the customer. Matt Lautz (CorvisaCloud, President), writes in his article link about some contact center predictions for 2015: http://www.callcentertimes.com/Home/tabid/37/ctl/NewsArticle/mid/395/CategoryID/1/NewsID/931/Default.aspx