What problems will the technology solve? What new problems will it introduce? How will the new technology impact our customers? Do our customers even care?Before investing in new technology, consider this pragmatic approach.

Are you clear on the problem the new technology will solve?

If you do not already have a sense of your contact center’s “opportunities”, dig into your data. Without a clearly defined problem, you will not have a strong solution.

Adding new technology to an ambiguous situation causes chaos and could lead to a failed implementation.