Bridging the Communications Gap Between IT and Contact Centers
By Donna Fluss
In far too many organizations, contact centers and IT groups do not speak the same language, resulting in distrust, poor service, and a great deal of frustration. Surprisingly, the underlying cause of this long-standing communication gap appears to be justifiable, even though it’s not acceptable: IT and contact center leaders have divergent goals that tend to put them at odds. The contact center’s top priorities are to improve productivity and keep costs down, to maintain service quality, and to provide an outstanding customer experience. IT’s main goals are to keep systems up and running, keep technology costs and complexity down through standardization and simplification, and to use technology to provide a strategic advantage.