HR Management for CX

4 easy tips on avoiding bad self-service implementation

When a call center software is well implemented, it can come with a huge number of benefits that makes better use of company resources. For employees, it also means more convenient options, more empowerment and more informed choices.
However, even with all its benefits, introducing a new service presents its own risks that can negatively influence your call center. Check out the following tips to follow if you’re planning on introducing a new service to your agents anytime soon.

1. Listen to your employees

This can’t be stressed enough in a call center, since the people in your team are the ones actually using the new service. It’s key to involve everyone when working out implementation details. You not only create engagement and enthusiasm for the project within your team, you can also learn valuable insight and information about which areas might be more easily accepted and adapted to. You can discover opinions on preferences that help you mold your strategy for implementation and adoption.

2. Encouragement and Communication

Employees are not simply going to do a 180° turn and change how they have always been working just because something new is available. You must have a plan to encourage widespread adoption. Stay motivated and active with the service, give them the appropriate training when they need it, and follow-up with help, either from the service or within your center. It’s important to maintain this open communication and make sure everyone is clear on what they’re doing. Plus, be sure to acknowledges those little and big successes that values the importance of the integration.

3. Too much, too soon

It takes time to adjust to new changes of processes and work methods. Many employees need a bit of time to grow accustomed to the system. If you throw it at them all at once, they’re likely to become overwhelmed and see the system as more complicated than it really is. Introduce the project in stages, allow some time to adjust, then introduce a little more. This helps build up confidence and trust with the system and within your team.

4. Measure results

While you must have clear implementation objectives, it’s equally important to track metrics early on. Measuring any changes can help you see the system benefits and demonstrate its worth.

With the ever-expanding technology with new and improved capabilities, its important to understand how to correctly implement these types of technologies without negatively disrupting the employees that must use the software. Not all technology is the same, so remember that your employees are the ones that must learn to adapt to and use the technology. Follow these simple tips to avoid pitfalls for successful implementation.

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