Best Practices for Optimizing Technology

Lori Bockland

It’s like falling in love again: How to renew positive relationships with contact center technology and those who deliver it. The following are tips for optimizing technology at each phase in the project lifecycle, and pursuing the most positive relationship between a technology, its users and those they must rely on for success.

Planning

The planning phase follows strategy and vision, defining the business case and requirements, and finding the right solution(s) and vendors. The theme of the best practices here is: Work together.

Implementation

Implementation may feel like it primarily involves IT and the vendor/distributor. But involvement of the right operations staff at the right steps — including analysts, process designers, trainers and some frontline staff — can make the difference between a system that is just “in and working” and a system that is delivering value on the investment.

Support

Support is an oft-neglected element of ensuring technology success. The nature of much of our contact center technology and how it is delivered today requires well-defined governance processes and clear roles and responsibilities for both internal and external resources.

Lori Bocklund is Founder and President of the independent consulting firm Strategic Contact. lori@strategiccontact.com

– Reprinted with permission from Contact Center Pipeline, www.contactcenterpipeline.com

 

 

 

 

 

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