Business Cases - Contact Center Challenges

Breadth and Depth

New and seasoned adopters of contact center technology often find themselves entrenched in a particular use or flavor of the investment.  Daily operational focus makes it increasingly difficult to consider what is outside the proverbial box.  Combine this with...

Competitive Advantage

Some companies do not consider a contact center investment as a means of seeking a competitive advantage.  At times they implement “like” or “out-of-box” features as they migrate from one technology to another.  They often become tactical when...

Intuitive Service Strategy

Companies have been attempting to empower their representatives with relevant and timely customer information for over two decades.  The more we know about our customers the greater our intuition becomes. Unfortunately the number and diversity of...

Quality Assurance Focus

Contact centers generally use some form of quality assurance program to monitor, score, and coach their representatives.  These programs can become increasingly difficult to focus on as time and financial constraints intensify.  In many cases the...

Risk Management

Managing the risk of a contact center investment is sometimes downplayed.  Leadership exudes confidence in their teams, but may not realize the breadth and depth of a contact center transformation compare to other projects.  Risk influences your ability to be successful in a number of areas including...

User/Customer Adoption

Depending on the culture of an organization, user and customer adoption initiatives are sometimes under staffed, poorly prioritized, and misunderstood.  An “experience” is built around two primary principles; ease of use and speed, with an acceptable quality being assumed.  These experiences are the building blocks for...