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M3 Framework Introduction M3 Framework Overview M3 Phase 0 - Assessment M3 Phase 1 - Readiness M3 Phase 2 - Selection M3 Phase 3 - Engagement M3 Phase 4 - Migration M3 Phase 5 - Operations M3 Resources
M3 Playbook > Phase 3: Engagement
3.17 Define Contact Center Structure
3.16 Finalize Target State Concept of Operations
3.18 Define Service Level Agreements
Image Map Phase 0: Assessment Phase 1: Readiness Phase 2: Selection Phase 3: Engagement Phase 4: Migration Phase 5: Operations
Objective: Understand provider contact center capabilities, finalize customer care procedures, define customer & provider roles/responsibilities for issue resolution.

Phase 3 GuidanceLegend - Customer, Provider, Shared
1. Document requirements for the customer contact center function based on Target State Concept of Operations and Maintenance (O&M) requirements (C)
2. Review provider contact center capabilities, tier structure, and estimated cost of services (S)
3. Identify gaps between provider contact center capabilities and the customer requirements (S)
4. Develop gap solutions for contact center gaps and adjust estimated cost of services (S)
5. Document Integrated contact center Strategy to implement changes to contact center processes, roles, and capacity for customer and provider (S)
6. Report updates in governance meetings and Status Reports/Dashboards (S)

• Business Needs Workbook
• Target State Concept of Operations
• Scope of Services

• Contact Center Strategy
• Business Owner (C, P)
• Program Manager (C, P)
• PMO Lead (C, P)
• PMO Team (C, P)
• Functional Lead (C, P)
• Functional SME (C, P)
• Change Management Lead (C, P)

Best Practice
• Develop procedures to triage and escalate inquiries and incidents between the customer and provider.