Too often, the pursuit of technology is driven by speed and constrained by resources. Experience shows this to be a bad combination.Technology success demands careful implementation planning as well as effective technology monitoring and support. Implementation and Testing Getting implementation right takes time, well-structured plans, and commitment from the contact center, IT, vendors and/or their partners…. Read More »
Contact centers can’t function without technology. They rely on a sophisticated collection of tools to enable the operational strategy that achieves business goals and meets customer needs. And given the wide spectrum of tools and sourcing options, it’s no surprise that lots of folks write about it. There’s a lot to say! But there’s a… Read More »
Imagine that you’ve finally secured budget to add new functionality and technology to your contact center. You’ve labored through vendor evaluations and inked a deal. You go full speed ahead on implementation to start living in the “promised land” of your newly enriched applications environment. But wait… As you cutover to production, the new stuff… Read More »