Blueprint for the Contact Center of the Future: The IT Guide for Relevancy, Resources, and Results.

As businesses move more operations to the cloud, IT leaders are expected to be the cloud contact center experts for their organizations. Selecting an enterprise-grade solution for your business needs, while straightforward, isn’t a trivial task. In Blueprint for the Contact Center of the Future, Erin Wilson uses a metaphor of building your dream home to share a step-by-step approach to the selection process. From choosing a location to hiring a decorator — and everything in between — Wilson makes sure you won’t miss a beat.

This book provides strategic yet practical advice for anyone looking to improve their contact center. Building on a foundation of facts and furnishing stories of successful business leaders, Wilson keeps an otherwise dry topic light and readable. Anyone seeking a better understanding of the contact center or how best to weather the changes of industry and customer expectations will benefit from spending time with this guide for relevancy, resources, and results.