It tends to be a structured 2 – 3 day offsite where you sit with other users of the platform, and help carve out the roadmap and features for the next year. Customer Advisory Boards are the second forum I’ve seen be extremely successful. This helps the rep work with their resources to find optimal ways of leveraging their platform, in conjunction with other systems, to meet those requirements while also ensuring that gaps in the system they see are pushed to internal product teams. ![]() This should be irrespective of whether or not their technology solves that vision in part or in its entirety. They should fully understand your strategy, vision, and where you are looking at taking the client and agent experience in the future. Leverage your success rep in the same way you would an internal resource. First, and most primary, is your success rep which most SaaS firms provide with their product. Typically there are two forums for ensuring your organization’s needs are heard by third-party vendors. How can customers advocate for their needs and goals when working with a CCaaS vendor? You mentioned that buying a solution from a CCaaS vendor means that updates are pushed through on the vendor’s schedule. The concept of “what’s in it for me” and “where will this take us” drives excitement towards adoption, not just another forced technology platform that needs to be used day-to-day. Further, focus on the value of the delivery, not just the technologies/features you are delivering. Everyone who will be responsible for the successful delivery of the platform, regardless of at what stages, should be engaged up front and kept informed of progress as the project moves towards completion. There are a lot of challenges to ensuring the successful adoption of a new contact center, but I think the primary focus is ensuring you’ve set up a collaborative environment across all stakeholders required to realize this through to delivery. No matter what route you take to get there, what are some ways to remove friction and increase adoption when launching a new contact center? Having a firm that has been through the trenches, multiple times, with multiple different challenges can help ensure you are making the right decision on the buy vs. Speaking of experience, I also highly recommend engaging a firm that specializes in the CX/CCaaS space. Nothing tends to beat experience in the space, and this can be extremely valuable and carving through the noise. ![]() Second, I like to attend industry events and conferences, network with other peers, and talk through how they are solving similar challenges to me. ![]() It gives a pulse on the industry direction, and where you can go to the market to leverage bought technology to drive value vs. ![]() First, I typically like to periodically review new SaaS providers as they enter the market, identify the areas they are trying to exploit or differentiate themselves and understand how that plays out in the wider industry. I think there are a few things CX leaders can do to navigate the client experience technology space. How can CX leaders learn more about potential solutions to determine if buying software or building a contact center is the right path for them? There’s a lot of noise in the CX/CCaaS space. There was just too much to discuss during our conversation so decided to take a deeper dive on a couple of topics in a follow-up Q&A.
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