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Contact Center Managers looking for knowledge based solutions for their company need to really understand that knowledge management is more of a cultural process project then it is a technical challenge. The technology itself is straight forward, but the challenges are within the cultural issues within the call center and making sure that the processes are built and properly managed to ensure a successful project. It becomes critical that any Contact Center Manager looking at knowledge management seriously looks at a vendor’s ability to deliver and implement successful projects over the long term. References become very critical at this point in a selection process. - Iain Case of eGain
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