The business world is on a quest to break down information silos, and for good reason: when more people have access to critical knowledge, they can collaborate, work smarter, and react faster to market and business changes.
In this paper we will explore how experience shows the more systems required to establish contact, the harder it becomes to actually pin someone down for collaboration or knowledge sharing. Having tools that can help identify when those types of interactions are required based on past customer and call volume history, monitoring the quality of those collaborative interactions and ensuring that the right resources are available to handle those interactions are imperative.