Contact Center Solutions Featured Article

Knowlagent and DMG Mediate IT and Contact Center Peace Talks

December 11, 2012

There has been an epic struggle between IT departments and the contact center, and customers have unfortunately paid the price; however, Knowlagent and DMG Consulting LLC have published a new white paper proposing ways that organizations can address this struggle and rather focus on a unified goal: providing customers with the best experience possible.

The white paper, titled “Bridging the Communications Gap between IT and Contact Centers,” focuses on the priorities of each department, how they can misalign and practices that can fix that. The dynamics between the two groups can cause a conflict of goals, but that doesn’t have to be the case. By working together to help the customers, the two groups can each see improved customer service, and as a result, reduced costs and increased income.

Of course, the conflict isn’t some sort of petty feud that somehow always gets sparked between IT Departments and contact centers; it’s a clash of goals and costs, which are always going up against one another. As a result, everyone gets bogged down, and customers ultimately lose out.

“The shared goal of both IT and the contact center should be to work collaboratively to improve the overall customer experience,” explains Knowlagent’s CEO, Matt McConnell. “An example of this type of effort happened when one of our customers deployed password reset tasks during idle time. IT reduced help desk tickets by 70 percent and the call center recognized efficiency improvements. This starts with understanding each other’s perspectives and working together toward the shared goals related to customer satisfaction.”

Good people of the IT Departments and contact centers, it is time to set this feud behind us and focus on the customer. Yes, you two may have different goals, but what really matters is that the customer gets the best experience possible. The white paper from Knowlagent and DMG can help you put your differences aside to truly find ways to work together for the sake of the business’ most important aspect – the customer.

The white paper can be requested here.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Allison Boccamazzo

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