Besides the small introduction, subscribers and consulting clients within this management domain have access to:
Establish your project vision and metrics of success before shortlisting potential contact center architectures and deciding which is right-sized for the organization.
Build business requirements to achieve stakeholder buy-in, define key deliverables, and issue an RFP/RFQ to shortlisted vendors.
Score RFP/RFQ responses and decide upon a vendor before constructing a SOW.
Workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn't enough, we offer low-cost delivery of our project workshops. We take you through every phase of your project and ensure that you have a roadmap in place to complete your project successfully.
Shortlist and decide upon a right-sized contact center architecture.
A high-level decision for a right-sized architecture
1.1 Define vision and mission statements.
1.2 Identify infrastructure metrics of success.
1.3 Confirm key performance indicators for contact center operations.
1.4 Complete architecture assessment.
1.5 Confirm right-sized architecture.
Project outline
Metrics of success
KPIs confirmed
Quickly narrow down right-sized architecture
Decision on right-sized contact center architecture
Build business requirements and define key deliverables to achieve stakeholder buy-in and shortlist potential vendors.
Key deliverables defined and a shortlist of no more than five vendors
Sections 7-8 of the Contact Center Playbook completed
2.1 Hold focus groups with key stakeholders.
2.2 Gather business, nonfunctional, and functional requirements.
2.3 Define key deliverables.
2.4 Shortlist five vendors that appear meet those requirements.
User requirements identified
Business Requirements Document completed
Key deliverables defined
Shortlist of five vendors
Compare and evaluate shortlisted vendors against gathered requirements.
Have a strong overview of which vendors are preferred for issuing RFP/RFQ
Section 9 of the Contact Center Playbook
3.1 Input requirements to the Contact Center RFP Scoring Tool. Define which are mandatory and which are desirable.
3.2 Determine which vendors best meet requirements.
3.3 Compare requirements met with anticipated TCO.
3.4 Compare and rank vendors.
An assessment of requirements
Vendor scoring
A holistic overview of requirements scoring and vendor TCO
An initial ranking of vendors to shape RFP process after workshop end
Walk through the Contact Center SOW Template and Guide to identify how much time to allocate per section and who will be responsible for completing it.
An understanding of a SOW that is designed to avoid major pitfalls with vendor management
Section 10 of the Contact Center Playbook
4.1 Get familiar with the SOW structure.
4.2 Identify which sections will demand greater time allocation.
4.3 Strategize how to avoid potential pitfalls.
4.4 Confirm reviewer responsibilities.
A broad understanding of a SOW’s key sections
A determination of how much time should be allocated for reviewing major sections
A list of ways to avoid major pitfalls with vendor management
A list of reviewers, the sections they are responsible for reviewing, and their time allocation for their review
Finalize deliverables and plan post-workshop communications.
A completed Contact Center Playbook that justifies each decision of this workshop
5.1 Finalize deliverables.
5.2 Support communication efforts.
5.3 Identify resources in support of priority initiatives.
Contact Center Playbook delivered
Post-workshop engagement to confirm satisfaction
Follow-up research that complements the workshop or leads workshop group in relevant new directions