Pam Plyler Discusses Importance of Contact Center Infrastructure

The Northridge Group's executive practice lead for customer experience and contact center management, Pam Plyler provided key insights on the importance of a solid contact center infrastructure in providing a seamless and differentiated customer experience. 

The article, "SIP and the cloud are main targets for contact center upgrades" on Tech Target, a SearchCRM website, describes how companies can embrace a multi-channel environment and the necessary changes in infrastructure to adapt to the changing contact center role in customer experience excellence. 

Read more at SearchCRM's Tech Target