Center Management and IT

[ctaylor]

Hello all,

I have been asked to write an article the issues and challenges faced due to the increasing level of technlogy within call centers. Specifically; what happens when Call center mgrs and IT mgrs need work together to achieve business goals. I am looking for some 'real-world' examples to go with some of my own experiences with some of these issues;
Scope creep
Lack of knowledge of the role of customer services
Business rules (what business rules)
Building internal systems
Failed integrations,
Great technology...to bad the customers don't like it or its illegal,
Timelines...we can do this urgent upgrade sometime 4th quarter next year,
Budget baffles brains or how spend lots of money on stuff that doesn't work

Any and all assistance is gratefully accepted.


Colin