Jan Kühn, Head of Business Service at INOVO
With so much hype surrounding new technology such as Big Data, Cloud Computing and AI, it is easy to miss the point of integrating them into your business operations: enhancing the performance of employees, and ultimately the business.
In contact centre environments, for example, there is great interest in moving to Cloud/hosted IT infrastructure as well as other innovative new technologies to boost efficiencies and to deliver a better customer experience.
Unfortunately, however, during the process of integrating new solutions and applications into existing contact centre processes, many businesses fail to make a smooth and ultimately successful transition. Arguably, this is because the focus during integration is placed on the new technology, instead of placing the emphasis on the unique needs of the business and its employees.
The result? In most instances, such an approach will make little to no difference to the existing customer experience or business processes, leaving decision-makers in a situation whereby they question the wisdom of investing in the new technology.
A dismal outcome… and one which is sadly all too common in an era in which technology is sold as an ‘easy fix’ for sluggish business performance.
Yet by embracing a few key principles or ‘rules’ so to speak, businesses can work with technology partners to ensure that every new IT integration is a success and delivers the all-important ROI.
