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?
In any organization, Power Follows Money. One of the principal reasons why the Customer Support/Service department is low on the corporate pecking order is the lack of clarity about its contribution to overall company profitability. That needs to change. Start by producing a verifiable Cost Per Operational Minute value, and build your profitability picture from that beginning.
The costs for maintaining the training inventory for the company's customer contact center are seldom if ever tracked or reported. As a result, senior management's ability to make financially sound decisions regarding the center is hampered. This is the seventh article in the "A Contact Center Primer" series for executive management teams. While directly applicable to all technology companies, the implications for Software As A Service companies will be significant.
The Customer's Metric is the vital one for customer contact call centers, especially in the SaaS (Software as a Service) world. Companies that do not focus their strategy and operational decision on maintaining customer relationships will not succeed in their profitability goals.