Call centre. Contact centre. Customer engagement. Customer service. Customer experience. CX. Whatever you’re calling it this week, we take a good, hard look at the technology ”supply and buy chain” to uncover what vendors, resellers, analysts, consultants, adopters and users get up to.
Industry veterans Angus and Pete discuss the realities, motivators and challenges of the tech eco-system to help sellers be better sellers and buyers be better buyers.
Views and opinions are strictly those of the presenters and their guests and should not be taken as advice (goodness knows, we’re not qualified to advise you about anything) nor as representing any third-party.
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Call centre. Contact centre. Customer engagement. Customer service. Customer experience. CX. Whatever you’re calling it this week, we take a good, hard look at the technology ”supply and buy chain” to uncover what vendors, resellers, analysts, consultants, adopters and users get up to.
Industry veterans Angus and Pete discuss the realities, motivators and challenges of the tech eco-system to help sellers be better sellers and buyers be better buyers.
Views and opinions are strictly those of the presenters and their guests and should not be taken as advice (goodness knows, we’re not qualified to advise you about anything) nor as representing any third-party.
Welcome back to The Angus and Pete Show for Series 2.
Angus and Pete tackle "A is for Adoption" in this episode. Everyone's building or buying contact center tech, but driving user adoption is the hard part. They discuss why many deployments fail: it’s not just tech, it’s organizational change, managerial vision, and employee willingness. We need to focus on Time to Value (TtV), which means delivering tangible business benefits quickly. The job starts, not finishes, at deployment. And remember, you must tell the users what’s in it for them. They also explore key paradoxes like the required hybrid approach to automation versus human touch.
Key Takeaways
Adoption is now a *strategic business imperative*, not just a function you tack on at the end of a project.
When deploying new technology, you have to prioritize *Time to Value* (TtV)—get users to an "aha moment" early on—and measure business outcomes, not just basic activities like agent logins.
Training shouldn't be a box-checking exercise; it should be *continuous education* focused on explaining the overall desired outcome and what benefit the new system offers to the people using it.
The Angus & Pete Show CX Podcast
Call centre. Contact centre. Customer engagement. Customer service. Customer experience. CX. Whatever you’re calling it this week, we take a good, hard look at the technology ”supply and buy chain” to uncover what vendors, resellers, analysts, consultants, adopters and users get up to.
Industry veterans Angus and Pete discuss the realities, motivators and challenges of the tech eco-system to help sellers be better sellers and buyers be better buyers.
Views and opinions are strictly those of the presenters and their guests and should not be taken as advice (goodness knows, we’re not qualified to advise you about anything) nor as representing any third-party.
