Original - 8/14 -29
Not sure this is enough time to build out all call studio scripts, ECE, PCS, CCB, etc...
Once go-live schedule is determined, the programming would occur in that order so this phase may cross into go-live.
Design Training Plans with Call Paths
August 30, 2019 - October 31, 2019
Although this is specified as Agent/Supervisor training, it's focus is on materials and training content, which may take a bit longer depending on the complexity of the tasks the agents/supervisors will be performing. (Widgets, etc...)
Telecom: Testing IVR/Call Paths
September 3, 2019 - February 28, 2020
UAT: Testing IVR/Call Paths
September 23, 2019 - March 13, 2020
Testing for business to validate
Stand up equipment in Tampa and NJ
October 21, 2019 - November 1, 2019
Full system testing
November 4, 2019 - November 8, 2019
Full Load Testing
November 11, 2019 - November 15, 2019
November 18, 2019 - March 25, 2020
Original - 9/30-11/29
Agent training should occur as close to go-live as possible. With the assumption this will be a phased go-live, training can occur in stages. Possibly a training video for the agents to review a few days before go-live as a refresher to the formal training received.