The idea of implementing a new software system can be enough to send some managers running for the hills. It’s an understandable fear, especially for contact centers—today, there’s hardly a single job function an agent can perform fully offline, meaning that if something goes wrong during implementation, productivity goes way down.
But switching to a new software system doesn’t have to be an anxiety-ridden experience. Here are a few things you can do to make your software switch as smooth and efficient as possible.
One of the biggest mistakes you can make when making the decision to implement a new system is to skip doing a thorough analysis of your organization’s needs. What are the day-to-day operations that the system has to manage? What functions does the system have to perform? What kind of data will it need to bring over from the current system?
These are the kinds of nitty-gritty details that must be addressed if you want the implementation process to go smoothly. Without them, you risk getting halfway through the switch and realizing that there’s an essential function that your system isn’t able to handle. This might sound far-fetched, but unfortunately, it really isn’t.
Changing over to a new contact center software system requires major investment of time, money, and employee resources—bottom line. It can be frightening to consider how long it may take to complete a successful software system switch (several months is normal), or what the cost could be.
On the other hand, you have to keep your eye on what this new system is going to do for you. If you’re considering making a change, it’s because something in your current system isn’t working. Maybe it’s always given you problems in one specific area. Maybe employees don’t find it to be user-friendly. Or maybe the software is simply outdated.
Now you’re looking for a new software system—whether that’s SaaS or workforce optimization—that will be efficient, easy to use, and agent-friendly. Those are all attainable goals, if you’re willing to put in the time and effort. This applies to the entire process: before you start implementation, during implementation, and afterward, too. It’s normal to experience some bumps along the road, especially in the first couple of weeks after the system goes live. You’ll want to make sure you have training resources, both formal and informal, available to your agents when they need them. This will ensure they use the system as it was intended, rather than creating workarounds.
Since they’re the ones who will be using the system day in and day out, make sure your employees are involved in the implementation process. Ideally, you’d want people from each department to participate; if that’s not possible, try to at least offer regular updates on the process to the company at large, with opportunities for feedback.
Mock “going live” setups can be extremely helpful for everyone involved, from your agents to the vendors who are setting up your system. You need your agents to be able to try out the new system, so they can see how it handles their day-to-day, minute-to-minute job functions.
When you do actually take the system live, be prepared for it to need some fine-tuning. Mock setups or no, there ae bound to be issues and circumstances that you just can’t know how to address until they actually occur.
Implementing a new software system is a major decision, and it’s important to find the right vendor to fit your needs. If you’re thinking of making a switch, contact KOVA—we pride ourselves on helping our customers find exactly the right solution to fit their needs. Browse our workforce optimization solutions, and then let us know how we can help you!
