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My favorite memory from years of upgrades, patches, hot cuts, office moves and installations was the final migration to a new contact center for our largest business unit. We began migrating seven business units in January and finished by moving over our global support team in April. After your typical migration weekend activities — test calls, junk food, and war rooms — we made it to Monday morning. Our network administrator called me to ask if we had canceled the cut because he hadn’t been called for help all weekend. This was the most satisfying call of the day; it meant we had planned for our war room weekend properly.
That migration was the culmination of months of planning with our IT teams, business partners and vendor. We tested, retested, came up with even more testing scenarios designed to break things and, finally, we were ready. We had a plan for everything. Of course, not everything went according to that plan. But how we dealt with the setbacks has shaped the way I approach changes now. Here are the four strategies I use to avoid disasters when migrating to a new contact center.
Migrations don’t have to be scary or be filled with talks of reverting back to the old system. Planning with your team means that the most heated conversations will be about having the proper snacks in your war room* — and everyone’s superhero identity can stay secret for a little while longer.
To learn more, check out the on-demand webinar “Make a call center technology move with confidence”.
*Twizzlers and Reese’s Pieces
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