Top Reasons To Utilize Consultative Services In The Contact Center Space

By Rick McFarland, CEO, Voice4Net

There is a longstanding joke in the telecommunication sector: A business owner will believe anything a technician says, as long as he is located 50 miles from the office. If you are in-house, no one listens.

Yet in practice, there is validity to this approach. Dealers and resellers need to make end users understand the importance of obtaining an objective, consultative assessment of their contact center environment before any deployment takes place. Consultation is how the dealer will identify the features and customizations that will best serve the customer’s business model. Simply put, it is how to deliver what customers want from your solution. This element of the installation needs to be treated as a strategic, well thought-out deliverable, not simply an assumed afterthought.

Preplanning is essential to a software update for more reasons than just designing the solution. The company’s entire staff will face marked changes. In order to make that transition manageable, management needs to understand not just the impact the upgrade will have on the network, but how it will affect that personnel who will interact with these innovations.  

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