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Home My Account Support centre Recommended practice

Adoption recommended practice

  • Top tips
  • Communication checklist
  • Hear from our experts
  • Submit a question

Drive adoption

Top tips on driving adoption

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Start by identifying what the change means for your users.

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Share links to where users can self-learn how to use.

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Create awareness so users know what’s coming and why.

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Remind users to watch out for updates to the service via. the prompts in the app.

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Provide step-by step instructions on how to get started.

Communication checklist

Here is a checklist of things you may need to communicate to your end users to ensure the best experience

the date when the contact centre platform will be ready for use

promote the simplicity of the contact centre platform including new features

promote new way working for example removal of desk phone replacing with softphone

promote where to find the new softphone, desktop app when live

reminder of any actions prior to launch for example audio set-up

any instructions needed around headsets if applicable

reminder of in-call controls via the desktop for example call queues/availability/recording

information on roles and responsibilities and all relevant/additional information for those identified as supervisors

information on roles and responsibilities and all relevant/additional information for those identified as admins

where to access any training and who to contact for support.

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Hear from our experts

Creating awareness and early engagement for new technology

01:22

The importance of choice based training

01:44

Adoption Assets Library>>

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