Selecting effective call center technology is a matter of following a highly defined process and identifying the risks associated with each product being considered.
Many firms rush through the important organizational stages of call center technology selection projects and chaotically leap into analyzing products based only on the functionality that's needed -- or worse, they start the selection process with a specific vendor already in mind, Brian Hinton warned a roomful of ACCE attendees.
"How are you going to sort through all of the options?" said Hinton, a senior consultant with Strategic Contact, who boasts 10 years of call center consulting experience. "The way to find the right [software] is to apply a structured process to analyze your options."
Read More Article...
Many firms rush through the important organizational stages of call center technology selection projects and chaotically leap into analyzing products based only on the functionality that's needed -- or worse, they start the selection process with a specific vendor already in mind, Brian Hinton warned a roomful of ACCE attendees.
"How are you going to sort through all of the options?" said Hinton, a senior consultant with Strategic Contact, who boasts 10 years of call center consulting experience. "The way to find the right [software] is to apply a structured process to analyze your options."
Read More Article...
No comments:
Post a Comment