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From 14-Day Pilot to Production: The Rollout Plan We Wish Every Customer Used
A week-by-week template covering scope, success metrics, change management, and the conversations to have with your contact center floor.
Priya Mahadevan, Customer Success·January 11, 2026· 7 min read
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Week 1 — Scope
Pick ONE call type. Resist scope creep. Define 3 success metrics, including a guardrail metric (e.g. CSAT must not drop more than 5 points).
Week 2 — Build
Persona, knowledge base, CRM mapping, escalation rules. Dry-run with internal callers.
Week 3 — Shadow
Agent runs in shadow mode behind a human. Compare transcripts daily.
Week 4 — Cutover
50% traffic split, then 100% if guardrail metric holds. Keep a human supervisor on the live floor for week 4.