IT HR - Staffing - Training White Papers

Managing Change in the Call Center after Enterprise Routing Implementation

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• it hr - staffing - training

Overview Customers with a new Enterprise Routing solution for their help desks, such as Cisco's Intelligent Contact Management (ICM) system, frequently request the validation of ICM route responses. Problems with routing validity occurring shortly after implementation can indicate problems as diverse as changes to local ACD programming to problems with the ICM scripting. Enterprise routing systems are designed to normalize information from different enterprise call centers, allowing each agent at each site to be treated as a similar resource. An in-depth discussion follows, intended to encourage prospective enterprise routing customers to examine and modify how the call center management function works before implementation to ensure a smooth transition to the new technology.

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