Navigating the Technology Seascape.

A CCMA REPORT SUPPORTED BY ROUTE 101

The world of contact centre technology has never been richer or more dynamic than it is today.

New offers are launched almost every day. Providers from the well-established to brand-new challengers promise a dazzling array of benefits: the next big thing seems never far away. It has become a central part of every contact centre leader’s role to understand how technology can support their teams and customers, build the case for investment, evaluate options, and ultimately implement the new technology and undertake the change management required to get the most from it.

At every stage of the voyage, there are critical decisions and actions: from making the case and writing the brief to selecting partners, building, launching and scaling new capabilities.

This report captures some of the knowledge and learnings from the experiences of others, and is intended to help anyone looking to maximise their chances of success when embarking on a voyage of change.