Optimising 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.
But when it comes to technology, seven years is effectively a whole generation. Capabilities have evolved and the vendor landscape has transformed. At the same time, customer habits and contact preferences shift, as new channels are adopted.
This paper 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. It focuses on how you can select the right contact centre technologies for your needs and find the right partner, or partners, to make it happen.