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If you are a manager looking at investing in technology that allows agents to also deal with e-mails or web chats you should look at something that fits with your existing processes and infrastructure. You always want to minimize change in an organization, whether it be process change or technological change. When you are implementing something that is multimedia you need to ask yourself does it fit into the regular flow of the contact center. Do you need special agents, or to re-train agents? From a technology point do you need to go and change a bunch of systems to make this work, or can you continue to use the things that your agents are using? - Rob McDougall of Upstream Works
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