1. 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.
The Beginning Stages
Here you can document the multiple factors your center took into consideration before implementing the platforms.
Researching Platforms
Choosing which 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.
Marketing
Here you can explain if your centers marketing strategy in raising community awareness about your text/chat platforms.
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?

2. Scheduling Challenges Achievements Lessons Future Goals
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?
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?
Lessons
Overall, what were some lessons you learned throughout this whole process?
Future Goals
Here you can discuss some goals your center would like to accomplish in the future with text/chat platforms.

3. 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
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The Beginning Stages
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Researching Platforms
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Marketing
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Training Staff
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4. Scheduling
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Challenges
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Achievements
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Lessons
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Future Goals
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