Information technology is critical to the success of customer contact. However, according to The Standish Group “only 29 percent of IT projects conducted in 2004 were completed successfully.” Add to that a warning from Phillips (2007) in his article “ABC: An Introduction to IT Project Management" (Retrieved June 16, 2008, from http://www.cio.com/article/print/40342):
“Managing an IT project is like juggling chunks of Jell-O: It's neither easy nor pretty. Information technology is especially slippery because it's always moving, changing, adapting and challenging business as we know it.”
Most companies struggle to “get it right” and as a result experience a less than successful conclusion for most IT projects. So, what can we do to improve our odds? What’s your experience when it comes to IT project management?
• What IT justification methodology exists in your organization? What kind of input does the call center have when acquiring and designing IT solutions?
• How do you help make IT project decisions? How does the contact center help make IT project decisions?
• How are IT projects managed in your organization to improve success? What role does the contact center user play in project management?
• Does your organization include a post project implementation audit to determine how you fared against projected results? Does the call center take part in this?
• What other lessons have you learned from successful (or not so successful) IT projects?