How many call centers underutilize technology?
Q: Do you have any statistics in your files about how many contact centers implement technology but then underutilize it? Lori Bocklund President, Strategic Contact Inc. A: In 20 years in the business, I’ve been in hundreds of centers. While I’ve never seen any statistics on technology utilization, anecdotally I would say the vast majority of centers highly under-utilize their technology. Problems we see include not looking at systems in place to start out with and potentially leveraging something that already exists, over-buying (licenses, functionality, capacity, etc.), not allocating the resources to use it effectively, never getting to the “Phase 2” functionality, not making process changes to get the most out of technology, and failing to help the users see the benefits and make changes. There are a multitude of reasons companies don’t get the full “bang for their buck.” To compound it, few companies follow up on their ROI analysis after implementation to be sure they have achieve
