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Use this blueprint to help you assess gaps in your change management practice, create standardized processes, reduce risk, and implement the project effectively.
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The contact center marketspace hosts an array of architectures, making it difficult for IT to choose a right-sized solution that meets business requirements. From...
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Establish vision and key metrics and choose a right-sized contact center architecture.
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Gather business requirements, define key deliverables, and shortlist contact center vendors for RFP/RFQ issuance.
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Score vendor proposals and construct a SOW for a contact center solution.
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Traditional IT infrastructure and operations weren’t built for work-from-anywhere. Read this storyboard to create a plan to fix it.
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This storyboard will help you measure and track your workload and ticket trends over time to determine the best approach to optimize your service desk staffing to meet demand.
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Measuring business value provided by IT is very challenging. This blueprint will help you achieve a clear metrics project by following our two-phase methodology: assess...
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This phase of the blueprint, Take Control of Infrastructure and Operations Metrics, will help you discover your business challenges and IT goals, and find your target...
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This phase of the blueprint, Take Control of Infrastructure and Operations Metrics, will help you make an action plan for your metrics and communicate to CIO and IT staff.
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