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New Technology in Your Call Center-Setting it up and the Resources Needed
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I got this question Dmd to me in Linkedin. This episode is my in-depth answer on setting up new tech in your contact center.
"Tom,
We talk a lot about how much tech can help us in the contact center space, but I find that many tend to think that tech is some kind of magic button (just deploy it and it works, and people are disappointed that it's not that easy).
You mention a good bit of trial and error and testing (especially on your last speech analytics podcast). It may be good to understand things like...how do I determine what to test/build/deploy, how do I prioritize...basically how should I product manage and what type of team/roles/SMEs do I need to do this (product managers, project managers, scrum masters, etc).
Do I need a SME for reporting, one for WFM, one for QM, one for speech, one for CX, one for AX, etc, etc. Hope that makes sense. I work mostly on the tech side...but often I find it difficult to set expectations and convince others that we need help determining what to build :). Hope that makes sense! Thanks! "
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.
Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges.
Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy.
Click here:
expiviadigital.com
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
OttoQA: try.ottoqa.com
Expivia: Expiviausa.com
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By Thomas Laird
4.8
6868 ratings
Send us a text
I got this question Dmd to me in Linkedin. This episode is my in-depth answer on setting up new tech in your contact center.
"Tom,
We talk a lot about how much tech can help us in the contact center space, but I find that many tend to think that tech is some kind of magic button (just deploy it and it works, and people are disappointed that it's not that easy).
You mention a good bit of trial and error and testing (especially on your last speech analytics podcast). It may be good to understand things like...how do I determine what to test/build/deploy, how do I prioritize...basically how should I product manage and what type of team/roles/SMEs do I need to do this (product managers, project managers, scrum masters, etc).
Do I need a SME for reporting, one for WFM, one for QM, one for speech, one for CX, one for AX, etc, etc. Hope that makes sense. I work mostly on the tech side...but often I find it difficult to set expectations and convince others that we need help determining what to build :). Hope that makes sense! Thanks! "
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.
Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges.
Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy.
Click here:
expiviadigital.com
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
OttoQA: try.ottoqa.com
Expivia: Expiviausa.com
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