Independent Contact Center Consultants: Bridging Strategy, Technology and Operations Since 2004
mobile-nav
Home > Blog

Avoid Pitfalls in Call Center Technology Implementation

Posted by Lori Bocklund

technology

Call center technology selection and implementation can be a painstaking affair. Defining requirements. Developing a Request for Proposal (RFP). Entertaining the vendors and sifting through all of the responses. Gaining buy-in from all the decision makers. Negotiating contacts. Developing and executing installation, testing, and production plans. If we spend so much time preparing for the… Read More »

Posted in Implementation | Comments Off on Avoid Pitfalls in Call Center Technology Implementation

Contact Centers Need Change Management

Posted by Lori Bocklund

contact centerchange management

Most companies manage projects by checking boxes on a project plan. They declare victory when the new system is in production, process changes are implemented, or the organization charts are redrawn. While it’s all fine and well to celebrate milestones, they ought to save the ticker tape parade for a time when their projects demonstrate… Read More »

Posted in Change Management | Comments Off on Contact Centers Need Change Management