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What do you do if your call center is struggling to manage and maximize the potential of new technology?

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New technology can offer many benefits to call centers, such as improved customer satisfaction, increased productivity, reduced costs, and enhanced analytics. However, adopting and integrating new technology can also pose many challenges, such as technical issues, compatibility problems, training needs, and resistance to change. How can you overcome these obstacles and make the most of your new technology investments? Here are some tips to help you manage and maximize the potential of new technology in your call center.

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Mehran MozaffariMehr

Chief Executive Officer @ Tenian Holding | Start-up Leadership, Strategy
Rachel Lane

Founder CXaaS, Customer Experience as a Service || Former Medallia / Medallia Digital, Verint, InMoment / Mindshare ||…

1 Assess your needs

Before you decide to implement any new technology, you need to evaluate your current situation and identify your goals and priorities. What are the pain points and gaps in your existing processes and systems? What are the expectations and preferences of your customers and agents? What are the key performance indicators and metrics that you want to improve or maintain? By conducting a thorough needs assessment, you can determine what kind of technology solutions are best suited for your call center and avoid wasting time and money on unnecessary or ineffective tools.

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Mehran MozaffariMehr

Chief Executive Officer @ Tenian Holding | Start-up Leadership, Strategy
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In my opinion, When your call center struggles with new technology, start by assessing how well the technology aligns with operational needs. Encourage staff to share their challenges and ideas for improvement, fostering a culture of open communication and innovation. Prioritize custom training to enhance staff proficiency and consider adapting the technology to better meet your goals. To further motivate and engage your team, introduce a rewards system for those who excel in using the new technology or contribute valuable feedback. This approach not only ensures the technology is fully leveraged to improve efficiency and customer satisfaction but also acknowledges and rewards staff efforts, reinforcing their commitment and collaboration.

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2 Choose the right technology

Once you have a clear idea of what you need, you can start looking for the right technology that meets your requirements and budget. There are many types of technology that can enhance your call center operations, such as cloud-based platforms, artificial intelligence, chatbots, omnichannel communication, voice analytics, and automation. However, not all technology is created equal, and some may be more compatible, reliable, secure, scalable, and user-friendly than others. Therefore, you should do your research, compare different options, read reviews, ask for demos, and consult with experts before you make your final decision.

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Mehran MozaffariMehr

Chief Executive Officer @ Tenian Holding | Start-up Leadership, Strategy
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If your call center is not fully benefiting from new technology, reassess to ensure you've chosen the right tools that align with your specific needs and goals. Conduct a thorough evaluation of your current technology's capabilities versus your operational requirements. Engage your team in this process, soliciting their feedback on technology effectiveness and usability. Implement a reward system to encourage staff to actively participate in this evaluation and adaptation process. This approach not only ensures that you select the most appropriate technology but also fosters a culture of involvement and recognition, ultimately leading to better utilization of technology and enhanced call center performance.

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3 Plan your implementation

After you have selected your technology, you need to plan how to implement it in your call center. This involves setting a realistic timeline, allocating sufficient resources, communicating with your stakeholders, testing your technology, and resolving any issues that may arise. You should also consider how to integrate your new technology with your existing systems and processes, and ensure that they work seamlessly and efficiently. Additionally, you should prepare for any contingencies and risks that may affect your implementation, such as technical glitches, data breaches, or unexpected disruptions.

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Rachel Lane

Founder CXaaS, Customer Experience as a Service || Former Medallia / Medallia Digital, Verint, InMoment / Mindshare || Global CX ? Conversational AI ? Contact Center Strategy & Transformation ? Fractional Leadership
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Your technology vendor is your trusted partner and you can save yourself a huge amount of wasted energy and time by clearly defining your requirements in detail. Make sure that if there was an RFP first that your absolute requirements are detailed in the statement of work and have the vendor and your internal team sign off to a timeline. If you need additional connectors to ensure smooth data transfers into other systems detail that. Vendors make best efforts to deliver on promises, but right now they are likely in technical debt so make sure you will be at the front of the queue. Also, make sure you buy enough services to be successful and demand QBR’s and ROI plans to ensure you are tracking in utilisation and identifying improvements.

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4 Train your staff

One of the most important steps in managing and maximizing the new technology is training your staff on how to use it effectively and confidently. You should design and deliver comprehensive and engaging training programs that cover the features, benefits, and best practices of your new technology, as well as how to troubleshoot any problems that may occur. You should also provide ongoing support and feedback to your staff, and monitor their performance and satisfaction with the new technology. Furthermore, you should encourage your staff to embrace the change and adopt a positive attitude towards the new technology, and address any concerns or resistance that they may have.

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5 Evaluate your results

Finally, you need to evaluate the results and impact of your new technology on your call center. You should measure and analyze the data and feedback that you collect from your customers, agents, and managers, and compare them with your baseline and targets. You should also identify the strengths and weaknesses of your new technology, and look for areas of improvement or optimization. Additionally, you should celebrate and reward your achievements and successes, and share your learnings and insights with your team and organization.

By following these tips, you can manage and maximize the potential of new technology in your call center, and enjoy the benefits of improved customer service, increased efficiency, reduced costs, and enhanced insights.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What do you do if your call center is struggling to manage and maximize the potential of new technology?

1

2

3

4

5

6

1 Assess your needs

2 Choose the right technology

3 Plan your implementation

4 Train your staff

5 Evaluate your results

6 Here’s what else to consider

Call Center Administration

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What do you do if your call center is struggling to manage and maximize the potential of new technology?

1

2

3

4

5

6

1 Assess your needs

2 Choose the right technology

3 Plan your implementation

4 Train your staff

5 Evaluate your results

6 Here’s what else to consider

Call Center Administration

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