New Contact Center Technology Needs Traditional Rollout

Industry analysts and management consultants agree there are plenty of new tools on the market that could boost a contact center’s performance. But they caution companies from jumping into a new social contact center technology initiative without tried-and-true change management strategies.

With a business plan, agents are more likely to understand why changes must take place and are therefore more willing to adapt to new processes. Many contact centers are successful when they present new technology to small groups of agents and then gather initial feedback, some of which will find its way into the final product or process. Read the entire Contact Center World article here. 

Check out Jacada's implementation process customized for each client. From critical analysis of existing business processes to the delivery of robust unified desktop solutions, Jacada's experienced and certified business analysts, pre-sales consultants and systems engineers provide a full range of application delivery services.