When thinking about all the work that goes into making any large (or small) change to an enterprise’s technology stack, one expression comes to my mind — it takes a village. While the final purchase decision is often made by a person or team of stakeholders, implementing that change often requires a wider level of coordination between enterprise leadership at all levels and end users. And this is especially the case when it comes to migrating from an on-prem contact center system to a contact-center-as-a-service (CCaaS) system, and training users on this new platform.
