Assembling the right team for a contact center technology project can be challenging. You have a highly skilled workforce that is more than capable of doing the job, but can you afford to take them away from their other responsibilities?
Why is Staff Augmentation Necessary?
The key factor in the success of contact center technology projects is having a dedicated team that can focus on the task from start to finish. In today’s contact centers, your best staff have operational and team performance responsibilities battling for their attention. This result is often doubling the time it takes to get critical projects done.
The Right Resources for Your Team: Just in Time and Only When you Need Them...
Are you planning a major technology initiative for your contact center, but want to avoid the cost of an expensive systems integrator when you need only one or two talented resources for your team?
How do you keep the lights on for current operations and keep your project on track, without cutting corners and increasing project risk?
As the unemployment rate continues to decrease, the average hiring cycle is becoming longer. Have you lost key members of the technology team that manages and supports your contact center and having trouble finding a qualified replacement?
How MNET Can Help
MNET offers Staff Augmentation services that can help your organization staff critical contact center technology projects and operations with resources that are dedicated to your success. Our resources average 10 years or more experience in contact center operations, technology platforms and infrastructure, and are passionate about sharing with our clients the latest trends and best practices. We know a thing or two about making a contact center project successful, because we’ve been there, done that, just like you. MNET can help complement your existing staff with the following services.
Project and Program Management
Our seasoned team of Project Managers have managed contact center projects ranging from simple four-week IVR deployments to multi-year, multi million-dollar projects affecting hundreds of users. Well versed in project management skills and practices, they bring to your organization MNET’s implementation methodology, developed specifically for the unique needs of contact center projects. They work with stakeholders in your organization to develop an implementation plan that is specific to your needs, and work with you to execute that plan to get results.
Our Business Analysts have worked with hundreds of contact center clients to help them identify relevant use cases, define and clearly document business and technology requirements, facilitate design sessions, identify opportunities for business process improvement enabled by new technologies, and develop test cases and test plans. Their experience helping other contact centers solve problems similar to yours provide valuable insights to getting the most out of your technology investment.
Every software vendor provides product support, but sometimes getting to them is a problem, especially if your Tier 1 support staff is overburdened. MNET’s Support Engineers have worked extensively with contact center users to respond to their initial call, help them identify and clearly define the problem, and document the issue in detail when opening a case with vendor support. A well defined and clear statement of the problem can significantly reduce the time for vendor support to resolve the issue and MNET’s Support Engineers know how to speak their language.
A significant risk in any technology project is taking short cuts when it comes to testing. MNET’s Test Analysts provide you resources to complement your IT staff and business users. Having worked on dozens of contact center technology projects, our Test Analysts work with your team to define a comprehensive list of test cases, develop easy to follow test scripts, assist with the execution of test cases, and report in testing status. We can also help with managing your testing program, using your tools, or our own, if you prefer.