Impact Learning Systems


How to Prepare Your Organization for Cloud Impact Learning Systems

Five9 logo primary RGB How to Prepare Your Organization for Cloud We all know con­tact cen­ters face chal­lenges com­mon to many service-oriented busi­nesses: rev­enues must go up, qual­ity must rise, and every­thing has to hap­pen faster—while costs are kept in check. To do this, con­tact cen­ters depend on mul­ti­ple tech­nol­ogy lay­ers. Appli­ca­tions and tools, often sourced from mul­ti­ple ven­dors over dif­fer­ent time frames, may not play well together, result­ing in inef­fi­cient, cum­ber­some over­laps and gaps in functionality.

All this com­plex­ity and dis-integration can turn even a sim­ple change—a new prod­uct, a new cam­paign, a new SLA—into a lengthy, expen­sive propo­si­tion, requir­ing more time, money and staff than most orga­ni­za­tions (and the IT teams that sup­port them) have avail­able. And the big­ger challenges—scaling up quickly, plan­ning and pro­vi­sion­ing for peak surges, deploy­ing new con­tact cen­ters, adding new chan­nels, mov­ing to blended agents—can seem impos­si­ble to over­come. So how can con­tact cen­ters stay com­pet­i­tive, cap­ture mar­ket oppor­tu­ni­ties, and scale oper­a­tions rapidly when the need arises?

For many orga­ni­za­tions, mov­ing to inte­grated, cloud solu­tions has worked well, enabling the rapid change demanded in today’s dynamic busi­ness envi­ron­ment while elim­i­nat­ing the high costs and has­sles of main­tain­ing com­plex inter­nal sys­tems. These vir­tual con­tact cen­ters repeat­edly cite the advan­tage of rapid scal­ing, enabled by the large pools of shared resources in the cloud, as a key benefit—and there are many others.

Real­iz­ing the ben­e­fits of cloud is one thing, but get­ting your orga­ni­za­tion ready for it is another.

Here are some tips to help you deter­mine what to focus on when prepar­ing your orga­ni­za­tion for the cloud:

1. Get—and keep—buy-in.  

Gain­ing the sup­port of exec­u­tives, oper­a­tional man­agers and the agents them­selves is crit­i­cal. It’s best to solicit input from all the rel­e­vant sub­ject mat­ter experts: con­tact cen­ter man­agers, agents, IT pro­fes­sion­als, and other func­tional areas that might be affected, such as prod­uct man­age­ment or dis­tri­b­u­tion. Lis­ten, pay atten­tion, and respond to concerns—in most cases, they’re real. At this stage, it’s also a good idea to define the dif­fer­ent roles in your con­tact cen­ter (admin­is­tra­tors, super­vi­sors, man­agers, agents, etc.), what is needed from each role, and what they’ll need access to.

2. Don’t for­get training.  

Since cloud con­tact cen­ter soft­ware is easy-to-use, peo­ple some­times skip train­ing and plan to click their way through a new solution—only to encounter (or cause) prob­lems later. So use train­ing as part of the buy-in process: to ensure self-sufficiency later, let users help define how they will work with the solu­tion, and then incor­po­rate those con­cepts into train­ing. Keep IT involved so that the solu­tion can be con­fig­ured opti­mally. Many com­pa­nies find that end-users con­tribute highly inno­v­a­tive recommendations—that can be imple­mented from the beginning—during this train­ing period.

3. Know your busi­ness processes.  

With tech­nol­ogy no longer an obsta­cle, busi­ness processes take cen­ter stage. How will more com­pre­hen­sive, more adapt­able capa­bil­i­ties and tools affect daily busi­ness? Lay out ahead of time what will change at each touch point (and whether there will be new touch points as well). Doc­u­ment all of it. Also, ana­lyze how greater ease of inte­gra­tion with IVR, CRM, and other back-office appli­ca­tions might change your processes, so you can take advan­tage of improved cus­tomer intel­li­gence (the other appli­ca­tions can likely ben­e­fit, too, as agents may be able to more eas­ily cap­ture infor­ma­tion that can be passed on to them). Map­ping out busi­ness processes in this way can go sur­pris­ingly quickly, and it gets every­one involved focused on deliv­er­ing the right cus­tomer experience.

Finally, don’t ignore oppor­tu­ni­ties to stream­line your processes. The act of under­stand­ing and doc­u­ment­ing will almost cer­tainly reveal steps that can be skipped, com­bined, or per­formed in a more effi­cient way.

4. Met­rics and Measurements. 

It is a good idea to mea­sure exist­ing processes—through the cap­ture of spe­cific metrics—and estab­lish goals for their improve­ment, before you make the move to the cloud. Next, describe what you think suc­cess will look like (this will help you estab­lish and retain exec­u­tive buy-in). Be spe­cific! You may want to improve time-to-contact by 10 per­cent… boost rev­enues by $300K per quar­ter… or show spe­cific progress on other key per­for­mance indi­ca­tors (KPIs). The clearer you can be now, the eas­ier it will be to mea­sure the results—and the level of success—associated with your move to the cloud.

In short, inflex­i­ble, com­plex con­tact cen­ter tech­nol­ogy can dra­mat­i­cally impede your organization’s abil­ity to sup­port day-to-day oper­a­tions and expand its business—and main­tain­ing an on-premise soft­ware solu­tion can be both costly to main­tain and lim­it­ing. Cloud con­tact cen­ter soft­ware is a low-cost, quick-to-implement alter­na­tive— deliv­er­ing the flex­i­bil­ity needed to enable growth and expansion.

To bring these ben­e­fits of cloud to your orga­ni­za­tion, begin set­ting the stage now. Get stake­holder buy-in, embrace change by under­stand­ing the technology’s poten­tial impact, and take advan­tage of its power. And always be on the look out for oppor­tu­ni­ties to lever­age best practices.

 How to Prepare Your Organization for Cloud
Impact Learn­ing Systems
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