1. Involve stakeholders from the start.
To ensure quick and smooth sign-off, you should establish buy-in from the start. Get your stakeholders involved early and often in the digital transformation process, from start to finish. Invite stakeholders to attend vendor demonstrations, include them in vendor decisions, and make them part of all discussions.
For example, Jim at Boston Symphony knew the implementation and change management process would go well because the stakeholders joined the kickoff call and everyone was bought into the process, decision, and solution.
Boston Symphony’s key stakeholders were involved right from the start. They attended all the demonstrations and had a say in choosing the vendor. Because he included all the stakeholders since the first kickoff call, Jim knew that the implementation would go well, as everyone was on board and invested in its success.
2. Set achievable goals.
The second recommendation is to start simple. If you’re implementing a cloud contact center solution in a large contact center with a large number of agents, adopt a phased approach that allows you to take small steps and adjust the process as you go.
Digitec Galaxus AG implemented Talkdesk using a phased approach because Michael saw an opportunity to fine-tune the implementation and change management experience by gradually deploying Talkdesk to the company’s three different contact centers: one in Germany, which is their small expansion unit, a B2B call center, and a B2C call center in Switzerland. Mike initially rolled Talkdesk out to the smallest team in Germany, and agents provided feedback, which helped Mike adjust his contact center deployment approach at the beginning of the process. He then implemented Talkdesk in the B2B system, who similarly provided feedback that helped Mike fine-tune the contact center experience. Finally, Mike rolled out Talkdesk to the B2C system, the largest of the three. In the end, over 200 agents are now using and trusting the cloud contact center platform.
“In the end, when we actually went to the big pool [of agents], there were no complications. We were able to switch it on and it worked. The tool is so self-explanatory for agents; I mean, we showed them a guideline on how to install it and it was done.”—Michael Smith, head of customer service at Digitec Galaxus AG.
3. Engage the business.
As mentioned, engaging all the involved departments and stakeholders is a major contributor to a successful CCaaS implementation. It’s important to gather insights and feedback across the team, especially those who will use the solution every day. Make sure everyone in the organization has bought into the CCaaS implementation for better results. Select and involve an in-house project manager, responsible for getting everyone’s input and working with your CCaaS vendor to adjust the implementation approach accordingly.
“It’s not only the excitement right around, but it also helps work out the kinks and builds.” endorses Michael Smith.
Getting everyone involved, as Michael says, also increases the teams’ excitement around the whole project. Think about bringing everyone onboard—not only operational teams but the executive team as well.
“For me, it’s really about involving your stakeholders as early as possible. Most of the time, yes, you involve the agents when they work with it, but also think about the administration,” explained Michael.
