The contact center technology market has become increasingly diverse and complex. With many sourcing options (premise, hosted, cloud, managed services), a growing number of vendors, and the dances those vendors do with their partners, it’s a wonder anyone can make a good decision, much less a timely one, when pursuing new solutions. Pricing comparisons alone… 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 »
Technology projects are on the rise. There’s pent up demand and “end of life” threats on existing systems. It’s tempting to move fast to get something done. But that’s not optimal for making careful and thoughtful decisions. I’d suggest that you use a structured process to reduce risk and enable you to achieve your goals… Read More »
Ever feel like Goose and Maverick from Top Gun: “I feel the need, the need for speed”? Impatience at senior levels, inability to invest that leaves you dangling with end of life or end of support products, and change taking place in “Internet Years” all combine to make speed the number one driver for many… Read More »
Contact center technology sourcing decisions are not as simple as they used to be. The sourcing landscape includes a wide array of hosted services and support options that are as attractive to multinationals as they are to single site centers. The old saying, “Good, fast, cheap – pick two” may be gone. If you consider… Read More »
A healthy relationship with a vendor takes hard work, effective communication, and setting appropriate expectations. It starts before you sign on the dotted line. Take time to build relationship with potential vendors/distributors well in advance of your target procurement and implementation time frame. A “courtship” is far more than an educational exercise to become familiar… Read More »
Call center buyers face an embarrassment of riches in call center technology, sourcing, vendor, and distributor options. The good news: It’s a highly competitive market with ample room to compare products and negotiate prices. The bad news: It takes time to get to know the vendors and give them the chance to know you. Don’t… Read More »