Whitepaper: Testing Best Practice: Practical advice to avoid project delay in the Contact Centre

This whitepaper covers results from a survey conducted among UK enterprises by the Customer Experience Foundation, sponsored by Empirix. These results have now provided a new understanding of the key risks and mitigation tactics involved in Contact Centre service delivery.

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 survey is that the impact of delays is not only financial, but also affects the customer experience of the contact centre, the brand behind it and, ultimately, the overall success of the business.

This paper specifically examines Best Practice in Testing to help companies avoid lengthy project delays and associated cost overruns – providing a practical guide to best practice while also looking at the impact changing technology is having on testing strategies. To request a copy, simply complete the brief form below and you will be provided with a PDF.