As this series begins to wind down, let’s take some time to explore contact center success stories. Vendors can offer solutions and positive outcomes, but these promises only go so far. You’ll need to explore real world applications of contact center software successes through case studies. Let’s take a look at ways that you can learn lessons from other organizations to help navigate the contact center software purchasing journey.
Why do case studies matter?
Case studies go beyond anecdotes, offering data-driven real-world insights into how workforce management solutions perform. Reviewing case studies can help your organization choose the right contact center software. Case studies can validate software solutions, explore how similar organizations met challenges, and identify potential risks before implementing new tools in your organization.
What makes a solid case study?
While assessing case studies, just remember that not all studies are created equal. Some case studies may be heavy on promoting a product without providing solutions to problems. When you’re browsing case studies, be sure to look for:
- Organizational profile. Is the industry and contact center model similar to yours? What’s the size and scope of this organization’s contact center?
- Problem statement. Does the case study clearly identify the challenges this organization needed to solve? Compare these challenges to your own and the measurable KPIs this organization aimed to improve.
- Solution details. What specific features or software functions are being used to meet this organization’s unique problems? How easy was implementation and were customized solutions necessary?
- Results with metrics. Are there measurable outcomes with improvements in KPIs that are valuable to the organization? Was there a clear, quantifiable return on investment (ROI) for this business? Having examples of measurable success can help build a business case to purchase new contact center software.
- Lessons learned. Did the organization or vendor encounter any challenges through the process? How were these challenges addresses and what would’ve been done differently?
Ask vendors for case studies
Vendors should be able to provide detailed case studies that are tailored to your industry, business size, and unique needs. Generic case studies won’t give you the same insights. Be thorough when requesting case studies, asking questions like:
- Do you have a case study from a organization with similar challenges?
- What were the implementation costs and timelines for this organization?
- Can we speak with a current customer who has utilized tour software solution?
Don’t be afraid to put the vendor to work by asking for customized insights ranging from case studies to ROI analyses, that answer crucial questions before investing in their contact center software
Real Aspect customer success stories
Aspect workforce management solutions have been implemented in various businesses, ranging in organizational size and industry. Here are a few examples of case studies that offer solutions with measurable results.
How Best Egg turned to Aspect for an "all-in-one UI solution"
Best Egg, a financial technology business, needed a workforce management solution to connect its four contact center locations. The organization needed robust scheduling and and forecasting options to optimize staffing, while prioritizing employee-centric solutions.
Leading pet product company unified it's contact center and boosted service levels
A major pet product company desired to build a connected and customer-centric culture at its contact center, prioritizing service quality and interactions. They needed a solution that unified its contact center operation through omnichannel functions, quality assurance, and accessible performance data.
RCN boosted employee productivity with real-time metrics
RCN, a digital services provider, shifted its contact center strategy to boosting frontline employee performance and productivity. They needed a solution that provided effective, cohesive performance data and comprehensive reporting solutions.
Sekure Merchant drove record revenue growth and employee retention
Sekure Merchant Solutions, a merchant processes organization, saw 120,000 calls a day across its multiple contact centers. Sekure Merchant decided to explore enhancing their contact center performance through game mechanics offered in workforce software.
Use case studies to build a business case at your organization
While building a business case for new contact center software, pull data and examples from case studies to strengthen discussions with stakeholders. Highlight specific examples of success stories that align with your business, including:
- Measurable results from a similar company that saw improvements in KPIs or cost savings.
- ROI metrics that can justify investment in new software.
- Lessons learned from challenges other businesses encountered during implementation and how to mitigate similar issues.
Reviewing case studies can provide critical insights that shape the software purchasing process. Case studies can provide actionable insights, a success roadmap, and real-world validation that new software is what your organization needs. Analyze case studies that are most relevant to your organization to help instill confidence in your purchasing decisions.
In the final part of this series, we’ll conclude with a comprehensive action plan to buying and implementing your software.
