We’ve already discussed the benefits of leveraging DevOps in your contact center. Now we’ll cover how to get started. The transition can be challenging, especially for enterprises with rigid processes, but the positives greatly outweigh the negatives.
A smooth transition to DevOps requires:
A collaborative and supportive corporate culture
Budget silos and disengaged stakeholders are some of the biggest barriers. Many organizations fail because they don’t identify which areas should move to DevOps. They move them in spirit but not in budget or accountability. If the necessary cultural and technological investments aren’t made, the transition to DevOps will either fizzle out or blow up in everyone’s face. No one needs that.
Customer experience must be the top priority
Documenting user journeys through your applications early on will be extremely helpful when moving to test automation. This will help you minimize rollbacks and service interruptions that cause unnecessary delays.
Testing, testing, testing, and more testing
Real-time active monitoring and analytics will help accelerate decision and avoid bottlenecks. This also serves as an early warning system in your production environment. You’ll know when to push forward with rollbacks or emergency patches. Modular design and delivery packages allow you to perform faster deployments more frequently.
You’ll also need to know how and when to scale; that’s done through ongoing scaleability analysis.
Adopting DevOps the wrong way can cause widespread damage:
- 60% of customers are already fuming before they reach a customer service representative
- On average, Americans tell 15 people about a negative customer service experience. If they have a positive experience, they’ll tell 11 people.
- Almost half of customers will take their business elsewhere within a day of experiencing poor customer service if the competitor’s prices are comparable.
It’s common knowledge that recruiting new customers is much harder than keeping existing ones. Making your customer service processes as streamlined as possible should be a top priority. A well-planed DevOps implementation will help you keep your existing customers happy.
To learn more about introducing DevOps in your contact center and the role test automation plays supporting it, watch our recent webinar: How to Tame CX Disruption with Automated, Collaborative Testing.