The Converging Technology Ecosystem
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: Easy to Want, Hard to Buy
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....
Smart Technology Decisions in a Changing Market
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...
Some Love for ANI
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...
The Three Ms of Implementation
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...
Technology Selection at Today’s Speed
While supporting our clients in technology vendor selection, we find that many companies have limited time and resources to spend performing due diligence through...
State of the WFO Industry
Workforce Optimization (WFO) technology has been a hotbed of activity as buyers and users clamor for new tools and seek to get more out...
Technology to Empower Agents: Intelligent Desktops
An empowered work environment is one in which agents have a sense of ownership over their work and the right tools to do their...
3 Technology Enablers Make Assisted Service Shine
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...
Don’t Shortchange Technology Implementation
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...
Doing More with Knowledge Management
Knowledge management (KM) is an Achilles’ heel for many contact centers. Some have an abundance of “tribal knowledge” scattered among a core of seasoned...
CRM and the Contact Center
If you think customer relationship management (CRM) software can only play in the sales sandbox, think again. CRM provides a host of capabilities that...
Top 5 Reasons Contact Centers Miss the Mark on Technology Implementation and Support
Contact centers rely on technology to meet their business goals, manage their operations, and interact with customers in a variety of media. Unfortunately, they...
Could a Business Analyst/Technology Liaison Be in Your Future?
Whether you’re a technophile or a technophobe, you’re in the technology business when you have responsibility for running one or more contact centers. And...
Contact Center Analytics: A Look at Goals Vs. Current Use
Do contact centers derive value from their analytics tools? In our 2014 Contact Center Analytics Survey, conducted by Strategic Contact and Contact Center Pipeline,...
