At the recent inContact User Conference, Bill Pieper was a featured speaker discussing the importance of evaluating business processes as part of any technology implementation. He was joined by Tom Cardella, CEO of TLC Associates, who provided a cautionary tale involving implementing WFO without process rehab. The highlights of his presentation include:

  • Why look at process first?
  • Avoid the “process pitfalls”
  • Low hanging fruit: rehab for the most common processes
  • EPIC’s prescription for healthy process improvement
  • Case study: TLC’s Workforce Optimization implementation
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Building a Business Case for Contact Center Change

Building a Business Case for Contact Center Change

Originally published on LinkedIn by Bill Pieper, President of EPIC Connections Being a contact center executive is a unique (and stressful) role. While contact centers provide service to customers, most are also service providers within their own organizations. In...

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