The concept of shadow IT is familiar to everyone within enterprise organizations charged with maintaining consistent, compliant, functional technology systems to support the business. But one area where we haven’t tended to hear as much about shadow IT is in the contact center. Contact centers might appear, on the surface, to be the ultimate in standardization: We even picture the physical contact center as a place where row upon row of identical cubicles house agents reading from more or less identical scripts, all of them getting the same kinds of screen pops with the same kinds of information.
