You’re an IT Rock Star. You’ve built the UC architecture to spec. You had a great project plan and you met all the milestones. Now, you’ve deployed the technology to end users and it’s time to sit back and keep an eye on helpdesk tickets or perhaps wait for your comprehensive quarterly IT Survey to assess the health of the service. Meanwhile, a storm is brewing out there…
In many cases, unhappy users will not take the time to call the IT Helpdesk, and they will suffer in silence. Often, their silence boils over until they begin venting about their concerns to colleagues and management and the issue begins to snowball. Users begin to blame IT for all kinds of issues with UC, many of which are caused by their lack of understanding or their resistance to change. Meanwhile, back in IT, you are not seeing tickets, so you think all is well. Then, all of a sudden, the escalations begin coming from every direction. Execs are unhappy because they experienced horrible audio on web conference so they call the CIO directly. Administrative assistants are sharing experiences with their peers and they have assembled a list of complaints about the new technology and they are demanding to go back to the legacy system. Those adoption trends you were hoping to see with users moving from older third party systems to the new UC technology are not materializing.
