Back to the Future: How to Align New Technology with Business Needs


Back to the Future: How to Align New Technology with Business Needs




The contact center industry is saturated with new technology companies that promise to be the next big thing. Yes, I'm a huge fan of technology, but technological adoption for the sake of adoption should be viewed with some healthy skepticism. The contact center industry is rife with technological horror stories which involve picking the wrong technology, disastrous implementations, and poor alignment with business needs.
While there are many valid reasons why every business should be on top of their tech game, it is wise to be cautious when considering implementing new technology. The future isn't necessarily always just about having the latest technology. Instead, it's more about having the right technology along with the right people and processes in place. So, when you are looking at the future of the contact center, it's crucial to look less at new technology and more at good, ole' contact center basics to ensure your tech aligns with your business needs

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