One of the more interesting reader comments we got to our question about whether the call center (in general) should report into marketing or operations:

It probably depends on what purpose the Contact Center is serving.... [W]e are funded by marketing.

You know, marketing is better funded than most divisions, (Ops, f'rinstance) because that's where the money comes from. There will be more money available for people and Contact Center equipment & software if funded by marketing.

If the bank's Contact Center was funded by marketing, the agents would try to push more banking functions (mutual funds, i.e.) when a customer calls to see if a deposit was made on time. It would bring more money into the bank with the resulting benefits for all.

Any more thoughts?