Customer contact centres must ensure they acquire call centre technology best-suited to their needs, it has been suggested.
Customer contact centres must ensure they acquire call centre technology best-suited to their needs, it has been suggested.
Richard Snow, global research director and vice-president of Ventana Research, claimed that a lack of focused analysis of vendors and products has resulted in some companies making inappropriate investments.
He warned that this has the impact of reducing customer service levels, as well as having a damaging impact on the bottom line.
Mr Snow urged communication managers to embrace agent performance research, allowing them to consider particular technology solutions in an appropriate context.
"Research-based assessments will help organisations advance beyond the typical environment of custom and legacy applications, spreadsheets and reports, an environment that does not address their specific needs," he added.
California's College of the Canyons announced this week that it had invested in workforce management technology in a bid to improve service levels during peak times.
Industry News from CCT - Leading Avaya Platinum Partner & Contact Centre Specialist
