Reinventing Your Contact Center:
Integrating People with Process and Technology
By: Dr. Jon Anton, Dr. Natalie L. Petouhoff, and Lisa M. Schwartz
This book contains valuable information regarding the "people" side of technology initiatives. Many companies buy the best hardware and software, and spend thousands of dollars implementing technology only to find out that the employees resist the changes, and do not fully adopt the new, and possibly, improved processes. By understanding how to manage people during change, managers will see a much quicker ROI on their technology initiatives.
Call Center Managers and Executives will gain: