For years, digital transformation projects have topped priority lists of customer service and IT leaders looking to modernize their customer experience. Companies turn to technology to improve efficiencies, automate processes and scale their service organizations. But for every $1 billion invested in new technology, $112 million is lost to projects that fail.
What’s more, contact center agents are already inundated with tools promising to make their jobs “easier.” The average contact center agent has to surf between 8.6 different screens to solve a single customer interaction. That doesn’t sound “easy.”
Today we’re talking with Kevin Schatz, Sharpen’s CTO, to unpack how to invest in technology that helps, not hinders, your company's growth. Kevin chats through why you need to keep frontline employees in mind when choosing your tools, how to set reasonable project goals and what you need to vet with vendors before you sign on the dotted line.