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 isn’t likely to address your unique requirements or help you get the most out of… Read More »
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 all that hard work, you’ve got to take the time and commit the resources to… Read More »
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, and position our companies to sell our wares effectively. But too often, we’re caught up… Read More »
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 executing installation, testing, and production plans. If we spend so much time preparing for the… Read More »