- Conducting KPI assessments to identify opportunities for change.
- Creating a prioritized, actionable roadmap that provides a unifying vision and rallies teams behind transformation.
- Establishing centers of excellence focused on operational effectiveness, efficiency and best-practice standards.
- Implementing business analytics to unlock insights that enable the data-driven decision making necessary to achieve value actualization.
- Providing best-practice training that empowers the success of everyone in the organization and helps them understand both how and why change is occurring.
- Putting the right gover
- nance framework into place to ensure that technology is implemented in alignment with organizational goals.
Unlock Value with Your Tech Portfolio
October 5, 2020
Transformation has been on the docket for contact centers for more than a decade now. But with enterprise-wide adoption of new technologies like the cloud, artificial intelligence, automation and more skyrocketing, demand to evolve – now – and unlock digital transformation’s promised value has never been higher.That value, however, is often elusive for contact centers. Gartner found that half of all change initiatives fail, and only 34% are a clear success. Most business leaders report that ROI on digital innovations often doesn’t materialize, most commonly due to the challenges of moving beyond early-stage pilot and adoption work, according to Harvard Business Review. For contact centers in particular, just 20 percent of companies are successfully using new digital applications and technology to boost agent performance and reduce customer effort, a study by Customer Contact Week Digital found.Often this is due to the complexity of implementing and integrating multiple technology solutions. The push for digital transformation means that contact centers must embrace advanced workforce optimization, recording, quality, analytics and other solutions, frequently at the same point in time. The rapid rate of change today means that time – time to implement a single technology before moving on to the next – is a luxury the contact center can’t afford.But when adopting so many new technologies at once, it often isn’t clear how to navigate the landscape of change, prioritize initiatives or identify what will drive rapid ROI. Transformation can simply feel overwhelming.To build a complete technology portfolio and fully transform your contact center, consider leveraging a partner focused on value realization, one with the specialized expertise to help you achieve the “how” of digital transformation with these approaches:Construct the right environment for changeTechnology alone is not enough to deliver transformation – after all, people are motivated by emotions, experience and support from those they trust. Contact center leaders must leverage change management to tap into these motivators and enable frictionless interplay between technology and people if they are to successfully drive enterprise-wide evolution. They can do so by: