call center technology launch

Ensuring a Successful Go-Live Launch for Your Call Center Technology

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You and your project team have poured hours into the design and implementation of your new call center technology platform, and the big day has finally arrived – Go-Live. While Go-Live is the culmination of months – and depending on scope, even years – of hard work, the day itself sometimes just passes us by […]

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call center technology change management

6 Keys to Successful Contact Center Technology Change Management

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Change is hard. As humans we are creatures of habit. Some of us have a hard time adjusting to a change in laundry detergent (you want me to switch from Tide to Gain?!), so it is only natural that we and our agents sometimes have difficulty accepting and adapting to changes in our contact centers. […]

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