Independent Contact Center Consultants: Bridging Strategy, Technology and Operations Since 2004

Posts Categorized: Planning

2018 Challenges and Priorities Survey Results Are IN

In late 2017, we conducted our third annual challenges and priorities survey. Each year we tweak the list based on what we see happening in the market and what we learn from the previous year. We retain substantial consistency so we can identify changes and trends. Participants could select three of each, with no ranking…. Read More »

Contact Center Survey Reveals Latest Challenges and Priorities

Everyone wants to know what challenges people face overall, and within their center size and industry. There are so many possible changes to pursue, not to mention the barrage of input from various industry sources. As such, it’s invaluable to learn what priorities are really making it to the top of “to do” lists. Top… Read More »

A Contact Center Assessment is the Launching Pad for Success

As I reflect on the hundreds of contact centers that I’ve served across 28 years in this industry, one thing stands out: Most contact center leaders aspire to be “best in class” (or “world class”). Beyond the obvious bragging rights, they have a sense that excellence produces superior customer (and agent) experiences and delivers tangible… Read More »

Contact Center Executive Session Creates Breakthroughs

For most contact center leaders, time is not on their side. The rate of change combined with unrelenting competitive pressure forces decision making at light speed. Deadlines loom before they’ve had time to consider and evaluate alternatives. Moreover, the breadth of their operational responsibilities and daily dose of fire-fighting often rob them of precious time… Read More »

Should the Contact Center Align Technology Purchases with the Enterprise?

Over the years, we’ve watched key players in contact center technology evolve their solution positioning from enterprise communication with contact center (CC) applications, to unified communications (UC), to converging CC and UC. They want the market to take notice as their core technology advances, their product portfolios offer more complete and innovative solutions, and/or they’ve… Read More »

The Secrets to Technology Success

Too often, the pursuit of technology is driven by speed and constrained by resources. Experience shows this to be a bad combination.Technology success demands careful implementation planning as well as effective technology monitoring and support. Implementation and Testing Getting implementation right takes time, well-structured plans, and commitment from the contact center, IT, vendors and/or their partners…. Read More »

3 Questions Narrow Technology Sourcing Decisions

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 »

Take Charge of Your Technology Destiny

As consultants, we often hear clients complain about their technology. But when probed for suggestions to improve their circumstances, they’ll say, “We don’t know what we don’t know!” This post and the associated full-length article explore practical ways that you can close the knowledge gap and take responsibility for getting more from your technology. FIRST:… Read More »