Description

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.