Best Practices for
Tech Transformation
in Contact Centers
Define
your goals
Define success with partners based on your needs.
Use
proof-of-concept
for new architecture
Test when tech is unproven; optional if widely adopted.
Be the driver
of your roadmap
Don’t outsource strategy.
Own Your Strategy
Clear uses cases and strategy ownership are your friends.
Ownership every stage
Prove
the value
No one invests without ROI.
Balance
ambition with feasibility
Pay attention to the results timeline.
Respect
all four phases
• Planning & partner selection
• Contracting & staging
• Implementation
• Ongoing operations
Factor in
your future operating model
Plan for new admin and support processes.
Build a Realistic Business Case
ROI-driven planning.
Careful planning early drives effective outcomes
Understand
total cost
Implementation + expenses + resources.
Contract
for flexibility
Consider the knowns and the unknowns.
Future-proof
your partnership
Incorporate exit strategies into your planning.
Smart Pricing Models
Clear uses cases and strategy ownership are your friends.
Contracts should protect you, not just the vendor
Vendor Selection
Choose partners that work like you.
They solve
problems, not just sell tech
A good partner is solution-oriented, not sales-driven.
They are committed
to the results you need
All parties have a common understanding of resources and timeline.
Their ways
of working match yours
Business agility is key, whether it’s waterfall, agile or wagile.
Great sales pitch doesn't mean great partner
Prioritize Change Management
It’s never too early to start.
Go beyond
communication
Change is about aligning audiences, behavior and processes across groups.
Be realistic
about talent
Train what you can, contract or hire what you can’t. No hero models.
Define
ownership early
Define what CX manages vs. what requires IT.
Transformation fails if people don’t change how they work
Crucial for
large organizations
Shared platforms require shared rules.
Define
decision rights
Agree on how changes, fixes and enhancements get prioritized.
Align
across groups
Governance allows for fairness and consistency over time.