Top 10 Technology Implementation Tips

For each test category, develop a thorough test plan with step-by-step instructions for exercising every function and use. For instance, IVR and ACD testing requires placing calls to every routing path and option within the path. Detailed test plans include templates for documenting actions taken, results and retest outcomes. Test all hardware including headsets and phones. Allow adequate time for correction and retest during all testing phases.

9. Conduct thorough cutover planning

Planning for and executing the cutover plan is one of the primary responsibilities of the project team. Start early to ensure that you have time to cover all contingencies. Develop a day-by-day, detailed schedule of events for the cutover period, minimizing service interruption, and place the right resources in the right place at the right time. This plan should list the schedule, availability and contact information of key resources including vendor SMEs, internal SMEs, IT support, network providers and other critical-path players. Build contingency plans to address delays in equipment delivery, network upgrades and facilities issues.

Finally, develop a detailed fall-back plan should the cutover prove unsuccessful. Set criteria for invoking the fall-back plan and define who bears responsibility for the decision.

10. Pilot and then rollout to full production

Your best bet for a smooth transition to full production starts with a pilot — either a small team or limited functionality within a larger team. Despite the best-laid plans and a gaggle of tests, most implementations have a few “got- chas” that can only be unearthed in a live environment. Decide how you want to conduct the pilot and schedule training for the pilot group. Line up vendor support so you can resolve issues quickly. Document and track findings to make sure issues are resolved to everyone’s satisfaction.

Remember: A pilot is a production environment! Don’t launch your pilot until you’ve completed all of your testing.

Have a rollout plan — by site, functional group, call type, etc. — that will go into effect once the pilot is deemed a success. Some folks take the “big bang” approach, going from pilot to full production in a flash. You may choose a more controlled approach that phases into full production.

A Successful Implementation Leads to Successful Production

To ensure ongoing success post-implementation, plan for the post-cutover period ahead of time. Define specific operations and IT metrics that you will monitor to identify problems early. Include a transition period of vendor support in your SOW (e.g., two to four weeks). If your vendor does not provide onsite resources for this period, get a commitment for timely resolution of issues.

Take advantage of your collective focus to find and resolve the problems now. Implementation is difficult. It is very tempting to move quickly to the fun stuff — using the new technology in your contact center. However, committing the right resources and time, and paying attention to details, will pay dividends. The investment you make in good implementation practices should yield pain-free production and increase the likelihood of achieving the value you expect from your new technology.

Brian Hinton is a Principal Consultant at Strategic Contact. brian@strategiccontact.com

Matt Morey is a Lead Consultant at Strategic Contact. matt@strategiccontact.com

Steve Suhn is a Consultant at Strategic Contact. steve@strategiccontact.com

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