Technology

What is a common issue that prevents organizations from realizing the full value of their contact center technology investment? Usually, when a new contact...

Over the years, we’ve watched key players in contact center technology change their market positioning. They want the market to take notice as their...

Managed services (MS) are easy to want given the desire to lessen reliance on IT, add agility, secure specialty expertise and/or change cost structures....

As companies make decisions about sourcing for new contact center technology, a crucial question to answer is whether to pursue “best-of-breed” (BoB) solutions or...

We all know Automatic Number Identification (ANI). You may recognize it better by the consumer-oriented term “caller ID.” While these two services are technically...

Three management factors play a key role in technology implementation success: Project, Change and Vendor Management. Most organizations focus on project management (PM)—the discipline of...

While supporting our clients in technology vendor selection, we find that many companies have limited time and resources to spend performing due diligence through...

Workforce Optimization (WFO) technology has been a hotbed of activity as buyers and users clamor for new tools and seek to get more out...

An empowered work environment is one in which agents have a sense of ownership over their work and the right tools to do their...

Most centers have done an admirable job providing options for customers to self-serve. In fact, they’d love it if customers could handle all of...

Too often, the pursuit of technology is driven by speed and constrained by resources. Experience shows this to be a bad combination. Getting implementation right...

Knowledge management (KM) is an Achilles’ heel for many contact centers. Some have an abundance of “tribal knowledge” scattered among a core of seasoned...