Whitepaper: The Hidden Cost of Technology Failure in the Contact Centre.

A new survey conducted among UK enterprises by the Customer Experience Foundation, sponsored by Empirix, has uncovered the dramatic effect that delays in contact centre technology projects can have on costs, customer service and business overall. As part of the study, we spoke to UK business, technical and project management staff at more than 100 private sector companies who had experience of contact centre technology projects worth over £500,000. Our target group was the top 1,000 contact centre operators by number of seats in the UK – the companies we spoke to had anywhere between a few hundred and 15,000 seats.

What is clear from this study is that the impact of delays is not only financial, but also effects the customer experience of the contact centre, the brand behind it and, ultimately, the overall success of the business. This paper provides an overview of the key findings from the survey, and highlights the importance of thorough testing as part of best project practice.

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