Someone looking at a quality monitoring/recording system for the first time should take into consideration how the system meets the business needs, and then how the system is going to integrate into other technologies within the organization. It is really important (especially with Q/A products) to bring in top level management as part of it. You can’t just immediately see numbers go up. Top level management has to understand, and buy into the concept of a higher quality customer interaction, and the benefits it will deliver back into the business.
Also, it is really important to create the right return on investment document, so you know exactly where you are going with the product and the value you are going to get back from it at the end of the day.
Finally, it is also important to choose your supplier correctly. Choose a supplier who has a lot of experience in the environment you are talking about implementing. Use a supplier that has very satisfied customers, and can use the soft skills around technology. - Stephen Thurston, Director, Business Systems UK