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Consultancy Advice

Consultancy these days is about looking for real experience. I always advise people to get a hold of project base CV. Another thing that is really important is to get a specialist. We are finding at the moment that there are a lot of generalists out there who have a broad understanding of call centers but perhaps haven’t been involved in self-service or one of the specific technologies you are looking at. Try to link the success of what they do to the outcome of the project. - Kenneth Hitchen of Sabio

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Approach a number of vendors and create a short list. Invite them in for demonstrations and quiz them about matters such as return on investment and implementation. Also determine whether they can provide the applications on a pilot basis, therefore ... Read More...
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You need to ensure that your staff is capable of using some of the other channels, because some of the other channels involve a written record of what was typed and what was said. A poorly typed chat or e-mail goes on forever, so you have to be caref... Read More...
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