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Contact Center Technology Trends

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Donald Reichert, Vice President Associate CIO of MetroHealth Systems shares his perspective on choosing effective call center technology following a highly defined process and identifying the risks associated with each product being considered. He cautions not to rush through the important organizational stages of call center technology selection projects and haphazardly leap into analyzing products based only on the functionality that's needed -- or worse, start the selection process with a specific vendor already in mind.  

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