The other day when I came home from a trip, I plugged my computer in and nothing worked. The keyboard and mouse acted like they belonged to some other computer sitting in some faraway place (and I think that place was Greece because what was showing up on the screen was Greek to me).
It was late at night, I was tired, and now I was frazzled. I needed to update and e-mail one or two documents before I could go to bed. I was at my wit’s end and certainly didn’t need one more thing to add to my stress.
Ever feel that way? Perhaps you are overwhelmed by the complexities of your customer contact operation and you keep adding to that stress by taking on more projects.
How do you feel when someone proposes a new contact center trend project? Do you break into a cold sweat? Does everyone on your team, at first, see the value of “diving in,” while you immediately realize that taking on another project is just too much? You have the feeling that it just might be the initiative that finally sinks the entire organization, drowning all employees with it.
Trends involve resource-hungry projects. And, if your resources (knowledge, time, people, or funds) are already taxed or lacking, you should put trend-implementation on hold. Keep that hold on until you know the relevancy, value, and cost of each program you are attacking. After you do your assessment, you may find that some trendy projects are outdated, some too costly, and others irrelevant in light of your organizational strategy. If so, clean house – stop spending your limited resources on projects that don’t make sense.
Don’t let any of these trend challenges keep you from success. There are nuggets of gold in that heap of projects you are about to assess that will provide ongoing success for your organization.
Have you presented a new idea to your organization recently? What was it? What did others say about it?
