Is it true that 90% of technology purchases in contact centres are made without a business case?* If that stat seems to resonate with the experience you've had then you’ll want to check out the technology workshop at the TUANZ Contact Centre Conference next week.
A panel discussion chaired by TUANZ CEO Ernie Newman will feature both a user and a vendor perspective, with the following taking part:
Vendors: Rob Spray (Nortel), Mark Simmons (Cogent), Miles Valentine (Zeacom) and Tony Lennon (Gen-i).
Contact Centre user perspective: Greg Magness (Datacom).
They’ve been asked to consider the following questions:
What is the biggest technological development actually occurring in Australasia from your company’s point of view over the past 12 months?
What is the return on investment? What are contact centres investing in this technology?
What would you do differently or suggest if you could turn back time?
What are the next three 'big' investments you see in contact centres in Australasia over the next 3-5 years?
* At the 2006 TUANZ Contact Centre Conference keynote speaker Simon Kriss made this observation. Kriss is editor of Asia Pacific Call Centre News and CEO of Sagatori in Hong Kong.