In almost all cases the value of an technology deployment can be magnified by adjustment to the operating model. Our first advise is to always get the alignment first to ensure the investment can be leveraged fully.
As a simple example, introducing an open speech router and capturing granular customer requests, can be negated by an operating model where routing is dictated by over simplified CSR queues. Why capture this detail if you aren’t going to use it?
One such case study was when we were engaged in mid 2011 to assist a NZ bank in developing a roadmap for the development of its customer services business, delivering this in 6 weeks.
The recommendation, and subsequently the current work, has focussed on their operating model and fundamental self-service opportunities. With these now falling into place the real opportunities to invest in more sophisticated enabling technologies is refined.
This new way of operating the contact centre is enabling this NZ bank to obtain more leverage as its program shifts to solutions including open speech and biometrics.