In effect, when a business organization is presented with a solution from their technology team which appears to be a proposal to build an entire infrastructure and not a proposal to start solving their business needs immediately, they need to be concerned about the total time to solution and the hidden costs associated with the foundation-building efforts.Call centers aren't software development shops. They're... call centers!
Instead of building a call center operating system from the ground up, focus on customer service, increasing sales, retaining employees, maximizing revenue per paid hour, first call resolution, average handle time and whatever else truly drives your center.
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