Getting a Contact Center Implementation Right By Dennis Goodhart

In my last No Jitter post, "Digging In to the Contact Center Obsession," I discussed the impact, influence, and necessity of contact centers in today's business world. Now, with the help of my associate Cheryl Helm (fellow SCTC member), it's time to take a practical look at critical factors to consider when implementing a new contact center or migrating to a cloud or hybrid contact center.

As consultants, we adhere to a very strict code of ethics that, among other practicalities, ensures our vendor neutrality. So, for this article no specific vendor names will be mentioned, although some examples cited may be vendor specific.

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