How is Contact Center Technology Like Cars, Horses and Uber?
A look at the top 3 implementation challenges for contact center technology
If asked to do a project at work, do you instinctively want it to be easy or right? Do you want it to be quick or optimal?
Is it even possible to have both?
I dare say our minds are often thinking quickest and easiest, but the words we put down on paper are usually phrases the likes of “using best practices” or “optimal settings” or “accelerated return-on-investment.” So why do organizations struggle with deployments of software in their contact center? Why do projects never seem easy?
The reason? Because getting it right is worth the payback for you and the customer experience.
The team at Group Elite team has walked in your shoes, they’ve implemented contact center technology for years, and they’ve seen implementation strategies shift to a balanced of managed services versus internal self-sufficiency. But can I be self-sufficient in a managed services model? You can.
In fact, Wikipedia defines Managed Services as:
“the practice of outsourcing the responsibility for maintaining, and anticipating need for, a range of processes and functions in order to improve operations and cut expenses.”
Today contact centers demand some processes and functions to be managed AND some to be in-house. There are 3 core reasons why you should find your balance. To help us through the 3 reasons, the orange line represents a traditional service model and the blue line represents the Group Elite Managed Services model.
Managing Operational Expenses
Traditional services expenses on any technology project will rise and fall with implementations and upgrades, even in the cloud. A managed services model creates a smooth expense line that reduces operational expenses and helps you avoid milestone-based services fees. If your budget is accustomed to the peaks and valleys of projects, then a traditional model may be best for your organization.
Cars: Managing your expenses is like leasing a new car versus owning a 7-year-old car. The leased car will be a reliable choice that has all the new tech and safety features at a fixed price each month – even though you know that paying $300 per month might be more than owning a car outright over time. With the older car, there may be months with no expenses and months when you replace the transmission for $3,000. If your organization demands predictability over uncertainty, a managed services approach works.
Reducing Internal Burden
I hear from clients over and over, “technology doesn’t just run itself.” So, the second reason in building a case for managed services is the burden on your talent. When your business and IT resources become distracted with the details and escalations of a project, they can lose focus on other projects. This creates disruption in most organizations and increased strain on meeting your business goals.
Horses: My family works with horses and my kids and I could learn how to care for the feet of our horses, but instead we pay a monthly fee for a farrier service. Farriers trim the horse’s feet and often apply shoes for protection. This would take a considerable amount of training and time for my family, and if I did it wrong the vet bill would be excruciating. Decide what your business can take and reduce your internal burden by allowing talented resources to get the job done right.
Increasing Time to Value
The final reason why contact centers should consider managed services is time-to-value. Managed services teams like Group Elite can implement faster, deploy technology across other business units faster, and help add new functionality faster.
Uber: When you are in an unfamiliar city do you like renting a car or do you hire an Uber? Renting a car gives you complete control but comes with greater liability and the risk you might get lost. Hiring an Uber insures you get to the right place by a driver that is probably from the area. No parking challenges. No headaches. Just like an Uber ride, look for contact center consultants that will increase the time to value for your technology, but still give you the freedom of control.
Do you struggle with these 3?
Click here to start a free Managed Services Assessment with one of our Group Elite consultants. Our team is ready to help.
William Hawley is the Chief Operating Officer for Group Elite. He has held various leadership roles with companies like NICE Systems, ClickFox and First USA. Bill is passionate about customer experience solutions and yes, has a few horses to take care of in the hills of Pennsylvania.