Opportunity cost is a familiar concept: delaying investment in an optimization may result in indirect costs, which are caused by not taking advantage of an opportunity at the earliest moment.
There may be many reasons for delaying a large-scale digital transformation, such as a contact center modernization project. It takes time to build alignment across key stakeholders; to determine goals, plan a strategy, and evaluate solutions and vendors. These time-and resource-intensive activities are difficult to prioritize against urgent, day-to-day tasks.
However, there is an opportunity cost associated with delaying digital transformation, and it can cost an organization in a variety of ways. Every day that modernization is delayed, the company loses out on efficiencies that come from process optimization, and revenues that come from customer engagement. In addition, delaying can also cost you customers and market share to your competitors who are embracing customer experience transformation.
If you’d like to learn more about the opportunity cost of delaying contact center modernization, and some tips for getting around the urge to put it off, check out the recent AMA between Ryan Young of ACLIVITI and Mike Cadieux of Procurement Foundry.
