--00000000000037b98a064d24d4c8 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable The remaining Canada offices will be updated AFTER 4/1 (likely 4/2 or 4/3.) The original intent of using the Vancouver office first was to use it as a "test" office for all the new before-and-after hours routing requested by Tim. We'll want to ensure the Vancouver office has a full 24hrs+ under its belt to confirm routing is working correctly. On Mon, Mar 16, 2026 at 8:40=E2=80=AFAM Matthew Albano wrote: > Yes sir! We are reviewing the SOP with Tim today > > Matthew Albano > Director of Inside Sales > matthew.albano@thekey.com > Mobile: (781) 710-0688 > Office: (603) 884-9574 > https://thekey.com > *We value your feedback. Please leave us a Google review* > > > > > On Mon, Mar 16, 2026 at 9:39=E2=80=AFAM Bryan Carter > wrote: > >> Matt, >> >> Are we still on track for a 4/1 launch for Zoom CC to Canada? I have >> added the training for Desiree below: >> >> Key Due Dates: >> >> >> - March 6 (Today): I will communicate new plan with Mark >> - March 13: New SOP completed by Cristal and Matt >> - March 13: Matt and Cristal to notify Emily of the transition >> - March 18: Tim to approve the SOP >> - March 20: Matt and Cristal to create the intake chat >> - March 30 or 31: Train Desiree >> - March 31: After intake is closed in Canada, deploy changes for test >> office >> - April 1: Go Live with one office (I believe it was Vancouver) >> - April 1: Upon successful routing, deploy remaining Canada offices >> >> I recommend scheduling one more meeting with this group ealry next week >> to ensure Mark has everything setup correctly, including Desiree's >> direct line changes. That will also ensure we align on the deployment pl= an. >> >> Thank you. >> -- >> Bryan Carter >> VP of Inside Sales >> bryan.carter@thekey.com >> Mobile: (901) 489-3960 >> https://thekey.com >> >> >> >> On Fri, Mar 6, 2026 at 11:15=E2=80=AFAM Matthew Albano >> wrote: >> >>> Hi Tim, Cristal, and Bryan, >>> >>> Thank you for the productive discussion today regarding the transition >>> of our Canada operations to the Zoom Contact Center. Below is a recap o= f >>> the key due dates and action items that I just discussed with Bryan. >>> >>> Key Due Dates: >>> >>> >>> - March 6 (Today): I will communicate new plan with Mark >>> - March 13: New SOP completed by Cristal and Matt >>> - March 13: Matt and Cristal to notify Emily of the transition >>> - March 18: Tim to approve the SOP >>> - March 20: Matt and Cristal to create the intake chat >>> - April 1: Go Live >>> >>> >>> Action Items & Next Steps: >>> >>> Please take some time to consider what Emily will need specifically to >>> ensure a successful transition. It may be beneficial to schedule a brie= f >>> sync with her to align on expectations and support. >>> >>> Please let me know if I missed anything or if any of these dates need t= o >>> be adjusted. >>> >>> Best, >>> Matt >>> >>> Matthew Albano >>> Director of Insid