Category Archives: Implementation

11 Things Every Contact Center Technology SOW Should Have

Posted on July 28, 2011 by Brian Hinton

Whether you’ve had a lengthy courtship with prospective vendors or a hurried shotgun wedding, there’s great temptation to get on with the process and give your contact center technology statement of work (SOW) a cursory examination. Beware! A boilerplate SOW … Continue reading →

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Top Ten Contact Center Technology Implementation Tips

Posted on May 5, 2011 by Brian Hinton

After a long and painstaking process to acquire the perfect contact center technology, it’s really tempting to just let the IT department get it up and running as quickly as possible. But if you want to reap the rewards of … Continue reading →

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Are You Happy With Your Contact Center Technology?

Posted on January 27, 2011 by Lori Bocklund

I wish that most people could answer that question with a resounding YES! But I’m afraid that complaints about technology and the people who support it are rather common. Technology is supposed to serve our customers better, lower our costs, … Continue reading →

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Avoid Pitfalls in Call Center Technology Implementation

Posted on December 8, 2010 by Lori Bocklund

Call center technology selection and implementation can be a painstaking affair. Defining requirements. Developing a Request for Proposal (RFP). Entertaining the vendors and sifting through all of the responses. Gaining buy-in from all the decision makers. Negotiating contacts. Developing and … Continue reading →

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