The process whereby a company selects contact center technology tools, such as a case management system, is clearly broken. The deck is stacked against success. The functionality that is most needed, that would help centers to be run effectively and profitably -- and their customers to be properly served, is not even being offered. It's time for a change, a new approach. What the industry needs is a better way to select and deploy customer contact center management technology, one that will be focused on profitability and enable authentic customer centricity.
Despite the advances in contact center technology, especially the new and highly configurable On Demand / SaaS systems, the cost for implementation of the tools can still be a significant if not the major portion of the total budget. Why? It's typically not the fault of the implementation firm; they deliver what they are asked to produce. The problem is at the customer end of the deal, where system specifications are done without regard to overall corporate profitability goals.
Depending upon who you talk to, and how you define it, the failure rate for selecting and installing customer contact center technology can range between sobering and terrifying. The ultimate outcome can include anything from expensive "shelfware" that was bought and implemented but never used to tools that cost more than expected while returning less than the hoped-for benefits. And everything in between. With all that has become known about the perils of the Vendor/Product Selection process over the past 20 years, why do most procurement projects go awry?
Much has changed over the past 20 years in customer contact centers throughout the corporate world. What could not even be imagined in the early days is now taken for granted. However, despite the dramatic changes in the tools and their capabilities, senior management needs to keep firmly in mind that the essential nature of the operation has not changed at all: it is still a knowledge inventory and distribution system where profitability is the key driver.