Contact Centre Procurement.
It’s suggested that, on average, businesses only replace their contact centre once every seven years. But for many involved in the decision, or the implementation, even that might feel too often. It’s often been a painful and protracted process, resulting in disagreement and disruption, without immediate discernible benefit.
This whitepaper draws on the experiences of Connect’s contact centre leaders, plus independent experts in the field, to set out some practical approaches to enable a less painful and more effective procurement process.