The challenges facing your organization’s contact center are greater and more complex than ever. In this podcast we talk with Elizabeth Herrell of Forrester Research and Chuck Weston of Qwest about how to apply effective planning and management to optimize your customers’ experience, as well as your vendors’, ...

Forrester analyst and vice president Lisa Pierce told a group of Qwest customers that the great unknown — whether IT decisions today will fit with technologies of tomorrow — is a fact of life. While the fear of making mistakes in IT decisions doesn’t justify a company’s insistence on ...