Who's planning to spoil your contact center upgrade party?

New call center technology on the way? If so, then what might stop you from capitalizing on all the benefits? You may be surprised at what's worrying senior executives.

Soaring customer expectations mean that organizations in the US and the world over are looking at new ways to deal with a complexity of content and channels. In fact, every respondent in the Deloitte Global Contact Center Survey 2017 said they are planning to invest in emerging technologies.

Two thirds of companies are investing in advanced analytics as they aim to merge data from channels and systems to form a single picture. Organizations are also investing in new routing solutions, voice-of-the-customer services, artificial intelligence, and other innovations.

When it comes to reaping a big return on investment, companies are pinning their hopes on self-service tools in particular. Many are looking to new website capabilities, chatbots, mobile apps and slicker IVRs ... a wise move.

It all sounds great but...

Amid all the excitement, Deloitte asked another insightful question: What are the biggest challenges you are likely to face when implementing strategic investments and changes in the next two years?

And here's where contact center decision-makers are rightfully concerned.

Their number-one worry is about integration with existing systems, which is essential if you're aiming to improve your omni-channel offerings to customers. Integration issues can cause major hassles, costs and delays unless you use an expert team that understands the whole contact center environment — not just the technology from a single vendor.

Next on the list was budget management, which is a persistent issue with major IT projects, of course. But third came change management ... which covers a multitude of matters — and one that can turn out to be especially nasty.

Dumped and vengeful

As organizations get giddy with excitement about their incoming solution, it's possible to overlook what's happening to their old system during those critical months before and during the switchover.

Unless you've stuck with the same brand, then your old vendor won't be overjoyed at the impending arrival of your new system. In fact, they may be positively fuming, feeling jilted and in the mood for revenge.

Here are three ways this may manifest itself:

Revenge #1: Worsening support

Your old vendor loses interest in you. There's no longer any incentive for them to do a great job and keep your system in top shape. They become inflexible.

Revenge #2: Reduced uptime

If system problems occur, then you find yourself at the back of the queue. Other customers take priority — and your vendor is even quite happy to make it known.

Revenge #3: Rising costs

You soon-to-be ex-vendor decides to squeeze every penny out of your wizening relationship — charging you all they can from extras and levying high fees for their ongoing 'support'.

Want to break free?

The best way to avoid a vendor backlash is to say 'goodbye' for good — before they get the chance to ruin your switch to a new system. There are third-party support companies available that can step into their shoes in as little as 30 days, improve your support, save you money and carry your old system all the way into the decommissioning phase. What's more, they won't hit you with extra penalties if you need a few extra months because the new system gets delayed.

Discover more by downloading your copy of Bridging the Gap. This guide takes a refreshingly honest and humorous look at the heartache that happens when companies switch vendors. More importantly, it shows how you can avoid all the grief — and look ahead confidently, without anyone ruining the new system launch party.

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Posted by eckoh at 3:49 PM on Nov 2, 2017


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