Posted by Hoyt Mann on Thu, Jun 25, 2009 @ 08:42 PM
Now that your people have bought into using the new software, what else is there to worry about?
How about your existing software? The best customer support software in the world cannot operate at peak efficiency if the system it runs on is not in top shape. All supporting software and hardware must be operating at its highest potential in order to capitalize on the software investment made for the support desk.
System performance optimization can pinpoint problems with data management, the need for upgrades to any part of the system, and predict future performance issues. Then the predicted problem can be nipped in the bud rather than have it blow up later. Get the legacy stuff up to speed, add software that is easily integrated into the existing framework and you are on your way.
Again, all this takes planning, preferably before you tried to install your nifty new customer support software that all the agents can't wait to use. If they are champing at the bit, you don't want them to falter. You need to capture that momentum to help you get through any bumps on the way to customer support nirvana.