Remember that old saying, the one about things that sound
too good to be true? Sadly, the automated strategic planner simply doesn't
exist. With the pace of change and the proliferation of software tools today,
it's no surprise that we tend to look for the "easy" solution to the
tough problems. Increasingly, I've seen organization after organization chase
the next "magic bullet" solution - only to end up with a collection
of disjointed tools that almost work together, but not quite as
advertised. Sound familiar?
"If you fail to plan, you are planning to fail."
I've heard it a hundred times. So have most executives who are charged with
transforming their businesses to keep up with changing customer expectations in
the digital age. Why then, do we see history continue to repeat itself? Is it
the consistent pressure to show positive results? Perhaps the need to deliver
"quick wins" to appease leadership and demonstrate progress? I truly
believe these fragmented efforts, however misguided, are almost well-intended.
It doesn't really matter how we ended up mired in this swamp
of misalignment of tools to targets, or why we have three different vendors all
doing essentially the same thing - but not quite. The good news is this: it's
never too late to stop spinning our wheels and start making real progress. I
see it happen in mid-market companies all the way to the Fortune 50, and
everywhere in between. I'll leave you with three steps to stop the madness:
Out: It's easy to get lost in the details of day-to-day operations. Take a
step back to look at the contact center as a whole. Journey maps, holistic
experiences, and candid feedback can paint a compelling picture of the current
In: With the pain points and opportunities well understood, set a strategic
direction. For example, if caller experience is your most important goal, build
the rest of your strategy with that it mind.
On: Make the strategic vision you selected a guiding force. Using a unified
purpose to guide fragmented decision making can bring order to the chaos.
I'm not foolish enough to suggest it will be easy. From my perspective, anything worth doing rarely is. I can promise this much: if you invest the time and effort to get it right, your customers will thank you. If you'd like to talk to us to get pointed in the right direction, please contact us.