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I
n contact centre environments,
for example, there is great interest
in moving to cloud or hosted IT
infrastructure, as well as other innovative
new technologies to boost efficiencies and
to deliver a better customer experience.
Unfortunately, however, during the process
of integrating new solutions and applications
into existing contact centre processes,
many businesses fail to make a smooth and
ultimately successful transition. Arguably,
this is because the focus during integration
is placed on the new technology, instead of
placing the emphasis on the unique needs of
the business and its employees.
The result? In most instances, such an
approach will make little to no difference
to the existing customer experience or
business processes, leaving decision-makers
in a situation whereby they question the
wisdom of investing in the new technology.
A dismal outcome and one which is
sadly all too common in an era in which
technology is sold as an ‘easy fix’ for
sluggish business performance.
Yet by embracing a few key principles or
‘rules’ so to speak, businesses can work with
technology partners to ensure that every
new IT integration is a success – and delivers
the all-important ROI.
Here are four steps to translate integration
into enhanced business performance:
Clarify your intent or vision
For any process of change or improvement
to work, the business leaders and managers
must have a clear idea of what it is they are
trying to achieve. Within contact centres,
there is often an impulse to integrate new
technology without truly understanding why
or how the new technology will deliver value.
The first step is therefore to identify the current
challenges or weaknesses within the contact
centre environment and develop a vision
of what the end result of integration and
introducing new technology will look like. It is
important to emphasise that there is no single
technology that can deliver everything that is
needed to transform the business processes.
Instead, by working with a trusted partner,
businesses should identify technology that
www.intelligentcio.com
“
Jan Kühn, Director at INOVO
FOR ANY PROCESS
OF CHANGE OR
IMPROVEMENT
TO WORK, THE
BUSINESS
LEADERS AND
MANAGERS
MUST HAVE A
CLEAR IDEA OF
WHAT IT IS THEY
ARE TRYING TO
ACHIEVE.
can improve upon and support specific areas
within existing business processes. That is why
it is imperative to understand the intent or the
vision behind any integration, and then build
the ‘ideal’ process from the ground up.
Identify your champions of change
The next step is to identify the ‘champions’
or leaders within every department and rally
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