It is quite challenging to make a change in the contact center.
If we take the implementation of web callback as an example
you need people from:
- frontend who can create the required solution.
- backend to deploy this asset inside your website or app.
- contact center to have the right agents deal with the callbacks.
You need people close to the C-level and technical, process-oriented
people from all 3 departments to agree upon the initiative.
That’s quite a difficult challenge, especially if you’ve made technology
decisions in the past that make these integrations difficult.
We gained a lot of experience and insights to help companies deal with