Why framing matters
The contact centre is where customers experience the brand in real time. Technology choices affect agent performance, customer satisfaction, cost to serve, operational resilience, and revenue.
What CEOs who get it right do
They stay close enough to ask the right questions, insist on independent oversight, test whether the business case is grounded in operational reality, and make governance accountable for outcomes rather than activity.
The useful question
The most important question is not which platform is being bought. It is who is making sure the right decision is being made, for the right reasons, with the right level of scrutiny.