Share what you know with millions of people
Focus is the best place to turn what you know into remarkable content
0
What are some tips for getting your contact center ready for a technology change?
Events
- Dos and Don'ts of Small Business Marketing May 29 @ 11 am PT
- Lead Nurturing 202: The Next Generation May 31 @ 11 am PT
- The Tricks to Paid Media June 6 @ 11 am PT
- Display Advertising for Brand Awareness June 20 @ 11 am PT
Related Activity
4 Answers
Hi Scott,
A couple of years ago, I was one of the responsible project managers for the implementation of SAP R3 in a customer service environment. These are my tips that might help you:
1. Double check and triple check that the new technology covers ALL processes it interacts with. Nothing worse than finding out after implementation that you can no longer provide certain services and having to request a costly change.
2. Budget the necessary resources for training purposes. Nothing kills agents confidence quicker than working with technology that they can not operate.
3. Get broad buy in from the whole contact center for the technology. Get all teams, front office, back office AND floor management involved in tracking and verifying the requirements up front and in the testing phase.
4. (Ab-)Use the technology implementation to clean up your processes. Get rid of the waste where possible and speed up that ROI.
5. Have a back up plan for when things go really, really wrong. Make sure this is communicated to the right people and assure that you have assigned ONE decision-maker that is entitled to pull the plug when necessary.
I hope these help.
Kind Regards,
Niek Bosch
Assuming a tech-change from a TDM to SIP environment, I broadly feel the following TO-DO.
1.Involve your business process owner & understand what he wants to achieve as part of his KRA
2. Look at an inclusive tech-platform, which can provide a single-window tool, than working with multiple partners
3. Explore options around virtualization, cloud computing (private-vs-public) prior to deciding on the deployment strategy
4. Explore multi-channel CC as a norm, than a siloed approach across various channels of interaction
5. Seamless integration with backend solutions (through SOA, webservices et.al), connect thru UC to various devices
6. Engage your current outsource vendor on a hub-and-spoke model than a dedicated isolated operation.
With the above key things being considered & planned, I feel there could significant benefits reaped by any organization, as part of its tech-migration process.
Great question. First, be sure to involve the people in the process, specifically the people who will be using the technology. If you can involve them prior to the decision being made--since they're the ones who will be using it the most--that's even better.
Second, let people know it's coming and that there will be a transition period to work out all the kinks, but that the purpose is for the ease and betterment of all.
Third, invite feedback to improve and tweak thet technology so it's even better than everyone thought.
Having been involved in a major technological upgrade project in the past, I will say that it is crtical to involve the business line that is being affected by the change at every step in the process. This can be achieved either through informational emails, or staff meetings (whenever possible).
Prior to implementation, it is vital that training is introduced. The more information that is given, the less scary the transition to the new technology will be.
Answer This Question