This post was originally published here on the Impact Learning Blog.
By Liz Osborn
We all know contact centers face challenges common to many service-oriented businesses: revenues must go up, quality must rise, and everything has to happen faster–while costs are kept in check. To do this, contact centers depend on multiple technology layers. Applications and tools, often sourced from multiple vendors over different time frames, may not play well together, resulting in inefficient, cumbersome overlaps and gaps in functionality.