NobelBiz® Blog | First Contact Podcast VIDEO+ ARTICLE | Call Center Migration Planhttps://nobelbiz.com/wp-content/uploads/2020/04/christian-montes.png Host Christian Montes Executive Director of Sales at NobelBIz For a smooth and smart migration, your assessment process should include a few items and Frank is sharing his expertise for having the most successful implementation. More from the episode! https://nobelbiz.com/wp-content/uploads/2021/06/frank.png Guest Frank Wassenbergh CCaaS Practice Leader & Managing Partner at Cloudlinx Published on June 18, 2021 Call Center Migration Plan Christian: Obviously, you're not going to realize any of these things, if the migration plan isn't properly put in play, and it's not done well. Because I can imagine that migrations (the actual project plan), being put in play and going smoothly, can make or break the whole thing. That's where the most pain I can imagine being felt is that moment that they're going from what they do today, while they do it, and then transitioning to something they haven't done before, at least the way they've done it. So can you walk me through from your perspective, if you had to write a plan, how does it look like so that you do have a successful implementation and migration? PGlmcmFtZSBzcmM9Imh0dHBzOi8vb3Blbi5zcG90aWZ5LmNvbS9lbWJlZC9lcGlzb2RlLzUyV08xc2xMRkJXQmRrVFlHMkRiRkciIHdpZHRoPSIxMDAlIiBoZWlnaHQ9IjIzMiIgZnJhbWVCb3JkZXI9IjAiIGFsbG93dHJhbnNwYXJlbmN5PSJ0cnVlIiBhbGxvdz0iZW5jcnlwdGVkLW1lZGlhIj48L2lmcmFtZT4 Frank: I think the transition is really where the rubber meets the road. The implementation is the fulfillment of the sales promise, right? That's when things go from: ‘Oh, it's going to be glossy to oh, this is it right? And no matter what you do, even if you ask 500 questions, it's the 501 and second question that gets you right, you always have to ask these things, because someone will bring something up. If I had to say the things that would be one of the steps that I would look at this, probably five or six steps that I would look at: Get your CRM working the way you want it, you have to make sure that that's clear. Get your processes with the integrations required. And all those dependencies- get them mapped out. Build a simple mission statement from where all other processes and decisions will come from. I can't stress that enough, how important that is. Make a shift with the agent in mind (we call them enablers because they're really the tip of the spear of your organization). They're the ones enabling your mission statement. Make their life easier. And then the client’s life will be simpler. Have that philosophy in place. Choose a vendor that meets your needs, not the one that any sort of magic zone is going to tell you that is the right one for you. More often than not, the person that wins the technical capabilities doesn't win the deal because of usability functionalities for your agent. There's a huge difference there. And don't try to boil the ocean at once. Let's take simple steps and consumable change. Let's make sure that that's at the forefront because if you don't do those things, you're gonna have cost overrun, a lack of confidence, you're gonna lose your prestige in the organization. If you look at those five or six steps that I said, I think those are the blueprint that everything else will come from. Work Remotely with our True Omnichannel Solution: NobelBiz OMNI+ Brings Your Contact Center into the Present You need a solution that lets you do everything remotely, from a single platform with as little effort as possible. That’s where NobelBiz OMNI+ comes in!