As consultants, we often hear clients complain about their technology. But when probed for suggestions to improve their circumstances, they’ll say, “We don’t know what we don’t know!” This post and the associated full-length article explore practical ways that you can close the knowledge gap and take responsibility for getting more from your technology.
FIRST: Don’t Blame IT. IT should respond to new business needs as part of their overall technology support. They should help educate the contact center on the possibilities. And they’re responsible for optimizing technology performance. But the contact center must take responsibility for defining requirements and optimizing the use of technology.
SECOND: Develop a Plan. Define your current state. Then, envision the desired end state. Comparing current state to end state leads to an understanding of the gaps. Establish requirements by determining when current technology meets the needs and when new technology is required.
THIRD: Close the Knowledge Gap. Knowledge enables you to define your end state vision and establish requirements to which IT can react. There are many ways to close the knowledge gap. Attend industry conferences. Join associations and local networking groups. Develop a relationship with your vendor. Learn from other vendors. Read, read, read.
FOURTH: Establish Requirements to Expand Use of Current Technology. You may be surprised at the capabilities that you have at your fingertips or with modest additional investment. Read the full article for a long list of possibilities to explore.
FIFTH: Prioritize New Technology Investments. Identify where your technology does not enable you to meet core business needs. Consider challenges in managing costs, delivering great service and/or driving or protecting revenue. Consider where the lack of technology is forcing people to do manual workarounds, risking high cost, and causing an inability to scale. And consider where your processes fail or are incredibly cumbersome. Then synchronize needs with your strategic goals.
Armed with these insights and a great plan, you’ll be prepared to work collaboratively with IT to get more out of your technology investment.