Contact Center Transformation Featured Article
The Importance of Strategic Planning in Contact Center Transformation
August 22, 2012
By Rich Steeves, TMCnet Web Editor
In business, as in life, change is inevitable, and if your contact center cannot learn to adapt and make the transformation required of it, then falling behind is inevitable as well. But there are ways to stay ahead of the contact center transformation curve, and one of the best ways to do so is to implement a strategic planning initiative.
A recent blog post by Bruce Pollock of West Interactive discusses how companies often find themselves moving from Plan A to Plan B – and beyond – far quicker than ever before. He highlights both the need for strategic planning and the ways to successfully implement these strategies.
First, Pollock emphasizes the need to look beyond static external environments when making a strategic plan. He says that most companies assume that business, political, social, economic and technological environments will look more or less the same in five years. This, of course, is highly unlikely, based on the changes we have seen in the past five years. Also, Pollock points out that most strategic plans are very linear and lack back-up plans that can be invoked when there are significant changes in circumstances. Inflexible plans like these become outdated very quickly and can lead to catastrophic failures.
On the other hand, companies that can outline multiple pathways to future success have the proper grasp that is called “scenario planning.” This is a way to build strategies that are adaptable to a wide range of circumstances, building in assumptions that environments will change over time and taking these changes into account. With scenario planning, companies will have a solid Plan A, but equally solid backup plans that can be executed based on future circumstances.
It is important to keep scenario planning in mind when launching a contact center transformation initiative, and West Interactive has this method in mind when they help customers along the path toward developing dynamic centers of customer engagement.
For more information on West’s contact center transformation solutions, click here.
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Edited by Jamie Epstein
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