Change is often confronting. In the contact center, this often proves to be the case.
IT leaders have become accustomed to how processes work. Now, a CCaaS transformation threatens to change that harmony. The unfamiliarity breeds fear.
With this fear comes insecurity, as leaders worry that they will not understand all this new jargon, that they will lose their credibility.
As a result, some resist the change, cling to the same old path, and sabotage themselves.
Meanwhile, those that stay open to new ideas, concepts, and innovation can transform customer, agent, and business outcomes.
Keep an Open Mind
Successful implementation starts at the beginning of the shopping process, in the conceptualization of the idea, according to Erin Wilson, Former Director of Technical Marketing at Five9. She says:
“Having a wider perspective and not relying on a salesperson to tell you everything you need to know will help IT buyers avoid becoming too pigeon-holed and focused on individual components that do not mean a great deal in the grand scheme of things.”
Indeed, IT buyers are often adamant about one specific feature. Yet, dig deeper, and they do not necessarily need that. “There are a million ways to skin a cat,” says Wilson.
That is a common mistake: shopping to an RFP without wavering.
Yes, an RFP is often helpful. But it “should be a way to collect ideas in the spirit of what a company can bring, not just a series of features,” concludes Wilson.
Discover the Horror Stories Before You Experience Them
Early conversations with IT buyers are often tricky. “IT leaders sometimes approach contact centre deals with a vision that doesn't accurately reflect the current cloud technology paradigm, and that causes tension during the evaluation process,” says Wilson.