IT Employment Investigate

The Top Six Considerations When Evaluating On-Demand Call Center Technologies

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Executive Summary

Enterprise call centers are at a crossroads with regards to their technology infrastructure. As management attempts to balance the goals of improving the quality of customer interactions while lowering costs, they are often hindered by outdated technology that constrains their business users from responding quickly to business change. Even if these companies were to invest millions of dollars in costly upgrades, it would not result in significant improvements in call center agility, efficiency, and effectiveness.

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