Contact Centers - & How to Avoid a Backlash From Your Ex - Tony Porter - ContactCenterWorld.com Blog
Imagine being forced to take your Ex out to dinner every night for six months - at a time when they are extremely unhappy with you and determined to make life awkward! They order lobster and champagne (because you're paying) and whenever you say something - they ignore you.
This scenario may raise a few knowing smiles (and possibly trigger a few horrific flashbacks!). But something similar can happen in the business context - when you decide to update your contact center technology and go with a different vendor.
The decision has been made and everyone's excited about the new features and capabilities on the way, even if there's plenty of hard work ahead. Usually, it'll be months before your new solution is up and running. In the meantime, you've got to thrash out some kind of support for your old system - and keep things ticking over with your previous vendor.
But there's a problem. Your once-friendly vendor turns frosty. Firstly, they're miffed because you had (rightly) ignored their warnings about how the world would explode if you left them. And now you've switched your affections to an arch rival. Why should they bother to help you any more? There's nothing in it for them. In fact, they're more interested in other customers who will 'value them'.
High maintenance, poor experience
Procurement directors and call center operations managers may feel the backlash. Prices for extended support during those final months can suddenly rocket. Yet quality of service slides alarmingly. Your ex-vendor becomes slow to respond - and this impacts your uptime. Instead of being free to focus on the readiness for your new solution, you're mired in a mess with the old one.
For some companies, this scenario can seem unavoidable ... just a case of gritting your teeth and bearing it all, even if it costs you dearly.
I know of other organizations that have completely refused to cave in. One of them tried to 'wing it' and do without applications support completely for those final months. But their systems failed spectacularly and they then faced the worst scenario of all - having to grovel to their previous provider and pay through the nose to switch support back on.
But it doesn't have to be this way. Take a look at a new e-guide from PSS called 'Why juggling relationships when updating your contact center technology often ends in tears'. It's refreshingly honest about the problems but equally practical about how to get around them.
A Cheery Card at Christmas
The guide explains how you can ensure your old infrastructure runs smoothly and cost-effectively in the critical months before you move to new call center technology. With a trusted, third party support partner in place - for however long you need - you're suddenly free to give all your attention to preparing the way for your new solution.
No more agonizing sessions with the Ex. Perhaps just a cheery card at Christmas.
Publish Date: August 5, 2015 12:03 PM