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What matters in CX transformation? The importance of assessing CX requirements pre-migration

What is covered during pre-migration?

CX migration does not happen overnight. First, the current systems must be analysed. During the pre-migration process, CX engineers and consultants will examine the system, catalogue the data, monitor the live status, clean up legacy systems and set up a migration profile. Covering these CX requirements takes a lot of time because contact centre platforms are complex ecosystems, processing petabytes of data. So all the steps must be handled carefully to make migration a smooth process.

Why is it important to examine pre-migration CX requirements?

Pre-migration is crucial because it ensures a smooth migration process in the long run. CX engineers and consultants can plan out the migration in more detail and examine the current use of the UC system.

Pre-CX migration assessment allows engineers to grasp the scope of the contact centre platform before CX transformation. Most contact centres install a lot of systems over the years. Some of these systems become redundant, but some continue to be invaluable to the process. But how can CX engineers differentiate redundant systems from the valuable ones? Assessing the system before CX transformation allows engineers to differentiate systems, making the entire migration process more efficient.

An audit allows for the continuous collection and analysis of data. The data provides a clear picture of the changes businesses undergo to shift their contact centre platform. Engineers then determine how these changes will affect customer service by comparing future changes against performance data, speeding up migration significantly. Furthermore, the data provides valuable feedback on how personnel use the system. The feedback provides a roadmap for improving interaction routing in the future, which means customers get a better CX experience. Analysing data collected by contact centres is a pivotal first step in pre-migration.

Pre-CX transformation encourages useful practices, like cleaning the legacy platform. At first, it might seem like a waste of time to clean the old UC platform. Why clean it when the contact centre is going to migrate? However, cleaning the legacy platform is a prudent investment that pays off down the line because it acts as a catalyst for cloud migration. Furthermore, cleaning old systems provides a firm foundation for the migration profile.

Arguably one of the biggest benefits of pre-CX transformation, the migration profile is the analysis of technical, business, operational and people configurations of the CX platform. It allows contact centres to examine vital information like the technical architecture, working constraints, interaction flows and agent performance. A migration profile is important because it allows CX engineers to examine the different aspects of the contact centre at a single glance. The ability to glance at the various facets of the CX platform makes migration much smoother because it helps with planning out the actual migration.

Pre-migration is crucial because CX engineers account for changes in workforce tools during this phase. Pre-migration allows contact centres to plan out their migration process and account for how workforce tools will change. Migrating the routing model and flow will make workforce tools redundant. If the contact centre is using new workforce tools, then the operational configuration needs to be adjusted. The pre-migration process makes it easier to plan out the transfer of management information and manage workforce tools, which is going to save engineers a lot of stress during the actual migration process!

Make cloud migration efficient by examining CX requirements

Pre-migration is one of the most important steps in the migration process because it provides the insight necessary to plan out an efficient CX transformation while accounting for the potential pitfalls from shifting data and systems to a new platform. Without pre-migration, it would be impossible to migrate efficiently, making it one of the most important steps in the CX transformation process.

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How Sleep Deprivation & Unwanted Thoughts Relate

Like most people these days, you probably know that losing sleep isn’t good. Your body suffers when you don’t get enough shut eye. That said, did you know sleep deprivation can cause unwanted thoughts? You’re less able to stop unpleasant ideas if you skimp on snoozing. However, there is one good way to resolve the issue: sleep apnea treatment. With this option, you’re much more likely to get a better night’s rest. To learn more, here’s a summary of the matter from a local dental practice.

Context: What Is Sleep Deprivation?
To be clear, sleep deprivation is when you don’t get enough quality sleep. The average adult needs 7-9 hours of it nightly, so anything less disrupts your life.

Sleep deprivation can happen for various reasons. For example, you might have to work a night shift. Alternatively, things like high stress or late-day caffeine might keep you awake. A person can also become sleep-deprived due to a medical condition.

Sleep deprivation’s effects worsen as the issue persists. At first, a person may have symptoms like daytime sleepiness, fatigue, irritability, or trouble thinking. Extended sleep loss, though, will result in trouble speaking, impaired judgment, and impulsive behavior. A person could even suffer hallucinations if it goes on long enough.

Sleep Loss Causes Unwanted Thoughts
Recently, it’s been found that sleep loss can lead to unwanted thoughts. Those who are sleep-deprived aren’t good at resisting intrusive ideas and images.

A 2020 University of York study backs these findings. In the latter, researchers found that the sleep-deprived had far more intrusive thoughts than good sleepers. The study’s lead author, Dr. Marcus Harrington, has further supported this conclusion. In his own words, “Sleep loss has a considerable impact on our ability to keep unwanted thoughts out of our minds.”

Put simply, your lack of sleep could be messing with your head. You’d thus be wise to address the matter as soon as possible.

A Great Solution: Sleep Apnea Treatment
Thankfully, a fix for your fitful nights already exists: sleep apnea treatment. This service from your local dentist can easily improve your sleep quality.

If you don’t already know, sleep apnea is a fairly severe sleep disorder. It happens when your upper airway becomes blocked while you snooze. Due to said blockage, your body wakes you up just enough to resume breathing. Unfortunately, this reflex interrupts your sleep cycle and prevents deep rest.

Fortunately, dentists have several ways to treat sleep apnea. One is the traditional CPAP machine – a device that sends air through your throat. Another option is oral appliance therapy, which has you wear a mouthguard-like item that stops airway blockages. Some practices can even perform sleep apnea surgery as a last resort. Clearly, then, you can trust a dentist to help you breathe easily at night.

With a qualified dentist’s care, you can avoid unwanted thoughts from sleep loss. Given that fact, see your local dental provider soon for sleep apnea treatment. Your mind and body will thank you for doing so!

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The 5 Cs Of Writing

No two writers can write the exact same words… unless it’s copied of course! It is different for writers – each writer has their own style and thought process. With each piece, not only do the writers have to bring something new to the table, but also ensure that the content is delivered in the most effective way. Technical Writing is stricter in the usage of words and style of writing.
Since there are very few courses and companies providing technical writing services in India, not may are aware of the writing rules to follow for technical publications. One of the most important one being – following the 5 Cs of writing – Correct, Clear, Concise, Cohesive and Complete.
Even if you are someone with a signature message reflecting in all your content, these are a few basic foundations for a good write-up that you must follow.

Correct
No matter what your style is, readers may get put off with your improper use of words, grammatical mistakes and false appearance of any information. Do some research and use the correct terms. If there are numbers in your content, be sure of their legitimacy. Overall, bow-down to the established norms of the language. There are no negotiations here. Correctness involves not just grammatical and proper punctuation, but also technical accuracy.
 
Example:
Incorrect

1) Open Microsoft Word 2010.
2) Click the File tab.

There is no File tab in MS Word 2010. The file tab exists for Word 2013.

Correct

1) Open Microsoft Word 2010.
2) Click the Microsoft Office button.

OR

1) Open Microsoft Word 2013.
2) Click the File tab.

Clear
Even if targeted at a niche audience, you’ll need to write legibly. Make sure that even the broadest populace of your readers can understand the message, and choose the words wisely that will accomplish this task. Word choice is significant. Imprecise terms can obstruct the attempts to convey your thoughts properly. Effective syntax is thus essential.
Example:
Incorrect

• Enter the admin users – make sure it is blank.

• If you can add multiple under the users, for click ‘Add users’ and fill details.

Correct

• Ensure that the Admin Users field is blank.

• If you want to add multiple sub users under the Users menu, click Add Users and fill the details.

Concise
Being a writer is basically to find the best method of expressing oneself and to do so you need to be economical with your word usage. You don’t need redundancies in your text. Be sure not to stray away from the main topic. You can take out unnecessary words and divert your energy to those few, which you think may get imprinted onto the reader’s mind. It is always easier to read a 100 page document v/s a 150 page document saying the same thing!
Example:
Incorrect

• In order to print, click on the Print button. You need to click on Print to start printing.

• If you are a person who loves to have friends, then you are a person who is an extrovert.
Correct

• To start printing, click on the Print button.

• If you are a friendly person, then you are an extrovert.

Cohesive
As you lay down the words, make sure that every word reflects the essence of the message. The ideas should flow effortlessly through the piece. When you need to change a topic, connect the two sections to make a smooth transition. This would be easy if you can outline your plan and arrange the key ideas beforehand. Thus, logical movement from one idea to the next is indispensable.
Example:
Incorrect

As you know, MS Word provides you with multiple formatting options. To print a document, press Ctrl+P.
Correct

You have learnt in the earlier chapters about the various formatting options provided by MS Word. After you have entered and formatted all the text, you can print the file to create a hard copy of the document.

You can print a document from the File tab or use the keyboard shortcut Ctrl+P.

Complete
Remember – “No information is better than half information”. The content is your creation and you need to observe a type of discipline to keep all things together. Ensure that you complete the topic or procedure before jumping on to the next topic. Providing half information can be frustrating to the reader and sometimes even dangerous.
Example:
Incorrect

1. In the Registry Editor, go to: HKEY_CURRENT_USER\Software\Microsoft\Office\14.0\Word.
2. Delete the Data key.
Your problem is solved! Correct

To resolve the problem:
1. Close Microsoft Word 2013.
2. Click Start and type regedit in the Start Search text box.
3. Press the Enter key. A confirmation message appears.
4. Click the Continue button. The ‘Registry Editor’ window appears.
5. Go to: HKEY_CURRENT_USER\Software\Microsoft\Office\14.0\Word.
6. Select the Data key and press Delete. A confirmation message appears.
Warning! Deleting an incorrect entry may cause the computer to crash.
7. Click OK.
8. Close the Registry Editor window.
9. Restart the computer for the changes to take effect.

Your problem should now be resolved.

To a certain extent, all of these above characteristics intersect with each other. Sentences that are inaccurately punctuated will lack clarity, paragraphs that contain duplication are usually poorly structured, and writing that is inconsequential suffers lack of completeness. Hence, to communicate effectively, any piece of writing must demonstrate all five of these requirements.

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