What Is Your Current Technology?
When looking at new technology you first need to take a look at the existing operation. With all of the technologies out there, sometimes there is a tendency to make a knee jerk decision on the latest and the greatest thing that is on the market or the most recent presentation that you’ve been a part of. The truth is a lot of call centers already have lots of technology that they are not leveraging. Based on my experience most centers only use 50% of the technology that they have available in the center today. So, before you go out to look for something new, take a look at what you have. - Michael Callahan, Managing Partner, Opus Group