Contact Center Technology: Build, Migrate to the Cloud or Sit Out While New Solutions Evolve Rapidly

By Tim Anderson, Platform28 on February 16, 2017

Everyone goes through planning for their customer experience organization. You are answering the typical questions:

  • How do we improve NPS/CSAT?
  • How do we cut AHT/ACW?
  • What will volume be and are we staffed for it?
  • Are we prepared for product updates and training?


Too often, planning to solve these issues is done in silos and within the confines of the current system limitations. Customer operations are planning for their needs and separately systems are planning for their future. Customer operations should play a key role in driving systems planning and decision making for their organization. To be successful, customer operations and systems planning should include the following:

Clear Goals and Vision for the Organization – In order for a systems planning to be effective, it is essential that it is based on the vision of the company and essential groups such as operations, marketing, and product. For any of these groups planning in a silo is a critical mistake that will lead to misalignment and frustration in the future.

Prioritization and Timing for Needed Tools – Once the goals and vision are created and agreed upon, the next step is to prioritize the needs for each step and determine the timing and tools needed. This clearly can’t be done without everyone involved to define requirements and inform the decision.

Systems Evaluation – Now that initiatives have been prioritized, two questions have to be answered:

  • Can we meet these goals with our current systems solution?
  • If not, what do we need and when do we need it?


At this point in the planning process, prioritization may need to be re-evaluated. Sometimes the work effort required will result in reprioritization to maximize the effort and cost. It is important however, not to compromise too much without a thorough evaluation of solutions that are available.

Cross-functional Buy-in and Alignment – Finally, everyone needs to agree on the final plan. This is key to ensure that as decisions are made going forward, there is an agreed upon framework and prioritization when conflicts arise.

All of these steps are simple and common, but too often organizations fall out of the habit or try to plan in silos because they believe they already know the overall goals and priorities. It always helps to reset at the beginning and agree on the process and priorities to avoid disagreement down the line.

A comprehensive planning process will allow you to identify current needs and priorities and plan for the long term vision including future channel offerings. It will also allow an organization to know if their current systems will support this vision and if not, when the upgrade(s) will need to happen. Most importantly, this process ensure that the experience you are providing your customer is intentional and exceed their expectations.

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