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Take Charge of Your Technology Destiny
As consultants, we often hear clients complain about their technology. But when probed for suggestions to improve their circumstances, they’ll say, “We don’t know what we don’t know!” This post and the...
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3 Questions Narrow Technology Sourcing Decisions
The contact center technology market has become increasingly diverse and complex. With many sourcing options (premise, hosted, cloud, managed services), a growing number of vendors, and the dances...
View ArticleThe Secrets to Technology Success
Too often, the pursuit of technology is driven by speed and constrained by resources. Experience shows this to be a bad combination.Technology success demands careful implementation planning as well as...
View ArticleContact Center Survey Reveals Challenges and Priorities
In late 2015, we conducted a simple survey that received input from 277 respondents on two fronts: the biggest challenges today and top priorities for 2016. Participants could identify three of each,...
View ArticleShould the Contact Center Align Technology Purchases with the Enterprise?
Over the years, we’ve watched key players in contact center technology evolve their solution positioning from enterprise communication with contact center (CC) applications, to unified communications...
View ArticleMaking the Case for Using a Contact Center Consultant
We are frequently approached by contact center or IT leaders who want outside help with a project but first need to convince the “powers that be” to consider using a consultant. Some of the reasons...
View ArticleContact Center Executive Session Creates Breakthroughs
For most contact center leaders, time is not on their side. The rate of change combined with unrelenting competitive pressure forces decision making at light speed. Deadlines loom before they’ve had...
View ArticleA Contact Center Assessment is the Launching Pad for Success
As I reflect on the hundreds of contact centers that I’ve served across 28 years in this industry, one thing stands out: Most contact center leaders aspire to be “best in class” (or “world class”)....
View ArticleContact Center Survey Reveals Latest Challenges and Priorities
Everyone wants to know what challenges people face overall, and within their center size and industry. There are so many possible changes to pursue, not to mention the barrage of input from various...
View Article2018 Challenges and Priorities Survey Results Are IN
In late 2017, we conducted our third annual challenges and priorities survey. Each year we tweak the list based on what we see happening in the market and what we learn from the previous year. We...
View ArticleSeven Key Technologies for 2019
As we end 2018 and reflect on what’s ahead in 2019, it seems like a good time to think about what’s new and what’s next in contact center technology. My team of consultants identified the top things we...
View Article2019 Challenges and Priorities Survey
With nearly 300 participants, our fourth annual Challenges and Priorities Survey gave us a brief snapshot at what’s happening in our industry. I’m excited to share the results. This year, change is the...
View Article2020 CC Challenges and Priorities
It’s 2020: a new year, a new decade, and all kinds of opportunities to talk about perfect vision! Let’s start off this exciting year with a look at findings from our fifth annual survey. Last year’s...
View ArticleDoes Your Technology Help (or Hinder) Agent Engagement?
I’ve challenged contact centers to make 2020 the Year of the Agent. I’ve built my case around the argument that if you want to deliver a great customer experience, you first have to make sure you’re...
View ArticleSurveys Highlight CC Opportunities
We have the privilege of working with contact centers of many sizes, across a wide range of industries. They all have a few things in common: they want to deliver a great customer experience, meet...
View Article2021 Challenges and Priorities
In our sixth year of asking contact center professionals about their biggest challenges and priorities, we found out that their vision for the coming year was overshadowed by the global pandemic that...
View ArticleWhy Technology Planning Gets Sidetracked
As noted in my article How to Respond to Visionary Ideas, today’s “hot technologies” target business challenges that grab senior leadership attention – e.g., staffing demands, performance improvement,...
View Article2022 Challenges and Priorities
We’ve just published results from our Seventh Annual Contact Center Challenges and Priorities Survey. As with prior years, it was a short survey that asked two simple questions of contact center...
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