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7 Factors: A Build vs. Buy Contact Center Solutions Comparison
By: Gideon Hollander
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A popular adage within IT development groups refers to staffing “two-pizza teams”, referring to the notion that the ideal staffing level for any IT project should be able to be fed by two pizzas. While tongue-in-cheek, what this actually refers to are team sizes between five and eight people. Teams of this size tend to be dynamic, agile and responsive. Going past this size quickly results in diminishing returns, and increased cost through additional layers of management (for example, dedicated project managers).
Our experience has shown us that, for any IT project of significance, team sizes are rarely smaller and, indeed, especially in bigger organizations, tend to be significantly larger. It should therefore be self-evident that IT projects tend to be expensive, and, thanks to our law of diminishing returns discussed above, somewhat inefficient. To be clear, this is not as a result of inefficient IT resources, it’s the dynamics at play within a large team including, meetings, consensus building, interdepartmental cooperation and so forth.
This brings us to the contact center and your IT initiatives. Your situation as owner of the contact center is exacerbated by the fact that your organization may well be viewed as a cost center, with the potential that your projects are pushed lower in the priority stack. The net result is winning the trifecta: Expensive, Inefficient and Low priority.
Read the entire Gideon Hollander article
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