There are several areas in any transformation initiative where the different players have different understandings of what the goals are and how to get there, creating gaps in the contact center transformation process. If roles and responsibilities between the organization and those delivering the solution are not clearly identified and defined early, these gaps can stall a project or reduce the viability of the implementation solution.
One of the first places where misalignment emerges is between what the business needs and the budget allocated for the initiative.
To be competitively priced, proposers will often include limited budget for professional services such as project management, coordination with third-party/network providers, training, on-site support, and data gathering. If vendor work isn’t clearly scoped in measurable terms, vendors will often cut corners and expect the client to fill in the gaps or call out added work as a change order with attached fee.
Elizabeth is writing on behalf of the SCTC, a premier professional organization for independent consultants. SCTC consultant members are leaders in the industry, able to provide best of breed professional services in a wide array of technologies. Every consultant member commits annually to a strict Code of Ethics, ensuring they work for the client benefit only and do not receive financial compensation from vendors and service providers.