Moderated by: Jason Alley, Vanguard Communications
At today’s Contact Center Executive Forum at VoiceCon, the moderator asked supplier executives about top end user pain points during implementation. In response, one of the suppliers acknowledged that there can sometimes be a disconnect between customer requirements and what ultimately gets configured, implemented. Expanding on this, another supplier recognized that implementation teams (I’m not sure if he was referring to the end user, supplier or both…) can often rush into things without taking steps necessary to ensure a smooth implementation, migration. He postulated that projects that ignore the “Seven Ps” can take 2-3 times longer to complete.
Continue reading "The Seven Ps" »
Moderated by: David Powis, Vanguard Communications
In my last blog entry, I discussed putting together a realistic shortlist of potential vendors to send your RFP. I also discussed including the type of options you might investigate. Once all that is figured out, it is time to move onto requirements, RFP writing, etc. One of the things that never ceases to amaze me is how confusing clients can be to vendors. If vendors don’t have a clear understanding of what your current situation is and what you are trying to do (replace technology, update architecture, etc.), they’ll be more confused than helpful.
Continue reading "RFP Confusion" »
Moderated by: Jason Alley, Vanguard Communications
Think back to your last big contact center technology implementation. Did the project go as planned? Were functional requirements met in the timeframe expected? Did you come in under budget? Did the supplier exceed your expectations? Were the end users delighted?
Few projects run as smoothly as planned. There are always challenges and roadblocks to overcome. However, companies willing to (1) document Actionable Requirements, (2) detail supplier responses, and (3) co-author a detailed Statement of Work (SOW) with suppliers, can significantly increase the likelihood of answering “yes” to the questions above.
In this posting, we will discuss Actionable Requirements. Supplier responses and the SOW will be covered in future postings.
Continue reading "Actionable Requirements Pay Off" »
Moderated by: David Powis, Vanguard Communications
It seems to me that both vendors and customers can save a lot of time if customers started from a shortlist of realistic vendor options when distributing an RFP. Sure, this may require some research on the front end, but the end product (RFP) and responses will be more concise and helpful.
Continue reading "Getting to the Short List" »
Moderated by: Anne Keefer, Vanguard Communications
You have a budget, your shopping list requirements, a deadline, and places to shop responses from vendors.
Similar to your newspaper on Thanksgiving Day, your email inbox is filled with messages from vendors responding to your RFP, pages and pages of information about who has the best, who can sell you what your competitors are buying, with the greatest number of options and the highest level of satisfaction from one purchase. (Except here, our focus is really on a new technology) There are customer testimonials, information on the web, and promises of smiles and complete satisfaction.
Continue reading "Reviewing RFPs (and the joys of shopping)" »
Moderated by: Jason Alley, Vanguard Communications
We are hearing about a disturbing trend from many of our contact center clients. Here’s the situation.
Our Vanguard Communications team has regular internal conference calls to discuss issues and innovations in the industry. As we were sharing stories of recent engagements, we found many examples of companies we know where there were communication breakdowns and strained relationships between vendors and customers.
Continue reading "Communication Meltdown" »
