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September 2012, Vol. 1, Issue 6

Tie contact center and IT for strong customer experience management

In many organizations, the IT department and contact center have a big gap in communication and collaboration that can lead to frustration and project delays. The root of the problem is that the two departments have different goals and are often out of sync. It's a huge issue for many organizations, but it doesn't have to be, experts agree. Recognizing that both departments work in silos -- each with its own agenda and goals -- is the first step to making customer experience management (CEM) thrive. What we have here is failure to communicate "For everyone involved it’s simply a failure to communicate," said Donna Fluss, president of DMG Consulting LLC, a West Orange, N.J. firm specializing in customer-focused business strategy, operations and technology services. An IT person who lives and breathes technology, Fluss is also a contact center and enterprise executive who believes the misalignment between IT and the contact center is a problem. "Change is needed to improve communication between contact center managers and their IT...

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