Congratulations, your new contact center solution finally received budgetary approval! You have been waiting years for the opportunity to provide a better experience for your customers, a more empowering solution for your employees, and a rich new set of data for your managers. Now you are thinking, “This is my chance and it does not come often. So, I am going to dig my heels in and squeeze everything I can get out of this project.” We don’t blame you! However, starting a project with this mentality does not always generate the best outcome.
Why? You are learning the capabilities of the new solution while at the same time agonizing and scrutinizing over all of those pent-up needs and requirements. This often leads to project paralysis, longer project durations, and a reduced return on investment (ROI).
By the time the project is rolled out, you’ve got implementation fatigue from being involved in the project while continuing to deliver your day job responsibilities. At this point, you accept whatever went into production as you need to move on to other business priorities. The result is something less than you desired. There are usually compromises during the initial deployment and new requirements identified once customers and employees start using the system.
In our experience, it is better to determine complete requirements once the solution is being used. Therefore, we would like to recommend a different implementation approach that reduces project stress, engages customers, empowers employees sooner, increases ROI, and has better end results.
- Phase 1: Deploy – implement a basic or templated solution as part of the initial deployment. In most cases, the capability being deployed still provides an improvement compared with what is in your environment today. So, a basic solution gets you going with new technology and still provides an improvement over what you currently have.
- Phase 2: Learn – gather feedback from customer and employees. Compare what they say about how you are engaging with customers, with how you defined your solution.
- Phase 3: Adapt – enhance, tailor, and customize the solution based on a more thorough set of requirements.
With this approach – time, energy, and costs saved through the “Deploy Phase” are reinvested in the “Adapt Phase”.
From what we’ve seen, this approach results in a higher quality solution with less stress and similar costs. Increased ROI and customer and employee engagement are realized by a quicker initial deployment and through the opportunity to enhance the solution after a period of use.
Kelly joined Aria in 2002, and is currently responsible for Aria’s professional services and support areas. Prior to joining Aria, Kelly had various operational and management contact center roles at both – CellularOne McCaw Communications and TELUS Mobility. Then, he joined Aria as a specialist in workforce management (WFM) and was instrumental in developing this practice.
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