Timeline Exercise Instructions Below is an exercise to

Timeline Exercise Instructions Below is an exercise to help you keep track of when you begin to start incorporating text/chat platforms in your center. The Idea In this section, you can describe the reason as to why your contact center wants to incorporate text/chat platforms. Researching Choosing which Platforms platform fits your center the best can often take some time. Here you can describe the pros and cons of each of the platforms your center is considering. Also, you may indicate ultimately which platform you decide to use and why. Training Staff Are you planning to train a few or all staff at once? Should there be a certain staff requirement? What is the most effective way to train your staff? The Beginning Here you can Stages document the multiple factors your center took into consideration before implementing the platforms. Marketing Here you can explain if your centers marketing strategy in raising community awareness about your text/chat platforms.

Scheduling How is your scheduling system for text/chat going to look like? Challenges What challenges arose when incorporating text/chat platforms into your contact center? Lessons Overall, what were some lessons you learned throughout this whole process? Achievements What achievements were accomplished with incorporating text and chat into your center? Were any of these accomplished as a result of a challenge your center experienced? Future Goals Here you can discuss some goals your center would like to accomplish in the future with text/chat platforms.

Timeline Exercise Below is an exercise to help you keep track of when you begin to start incorporating text/chat platforms in your center. P. S Feel free to include estimated dates for each section. The Idea ____________________ __________ Researching __________ Platforms ____________________ ____________________ Training Staff ____________________ __________ The Beginning ____________ Stages _______________________ _______________________ Marketing _______________________ _______________________