Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

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
View all posts by Impact Learn­ing Sys­tems
Share and Enjoy:
  • printfriendly How to Prepare Your Organization for Cloud
  • email link How to Prepare Your Organization for Cloud
  • facebook How to Prepare Your Organization for Cloud
  • twitter How to Prepare Your Organization for Cloud
  • linkedin How to Prepare Your Organization for Cloud
  • googlebookmark How to Prepare Your Organization for Cloud
  • digg How to Prepare Your Organization for Cloud
  • delicious How to Prepare Your Organization for Cloud
  • technorati How to Prepare Your Organization for Cloud





Alltop, all the top stories

We're an Alltop blog, and regularly contribute to The Customer Collective and CustomerThink.

Back to Top