Contact centers are beginning to test the water with integrated teams - having people from multiple disciplines on the same team so delivery to the customer is much easier and of higher quality. This may include members from typical “front office” and “back office” functions. While separating the functions may be more cost effective (and therefore the better option for some companies) combining the members into the same team may increase first contact resolution and customer satisfaction. Companies competing on service may want to consider this possibility. Contact centers are also developing internal service agreements with their partners.