Trends Report

Mind The Gap When Organizing To Support Contact Center Applications

Organization: The Contact Centers For Customer Service Playbook

July 7th, 2020
Art Schoeller, null
Art Schoeller
With contributors:
Daniel Hong , Hailey Colin , Peggy Dostie

Summary

Contact center applications require high reliability and scale that exceed typical requirements for enterprise applications. Configuring them drives not only the customer experience but the agent and management experience, as well. How should technology organization leaders organize to support these specialized sets of applications? This report examines the gap between contact center operational roles and application development and delivery (AD&D) professionals.

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