Customer Feedback

With regards to buying new contact centre technology you need to start off with where your customers think that you are not delivering a great level of service. Match this against business objectives that you have to meet, whether that relates to some cost reductions you want to make, or whether it is customer satisfaction.

Make sure that what you are buying is going to address those areas. Once you’ve made that decision it is important to look at a supplier that does due diligence. That due diligence should include going around and talking to people who have invested in that technology. Do not just buy from the first person that comes along. - Rob Farnham, Managing Director, Quality Plus (QPC)

Source: http://www.contactcenterworld.com/tips.aspx?id=5119e0f08a3a493689dc18964882f4e3

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