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Hi
Well as far as I'm concerned if you're implementing something with such a big impact in your call center it's always good to have single projectmanager. This projectmanager should however be part of two projects, one the technical side of the story and wo the operational side. If you create two diverse projects you will run a big risk with respect to ill-communication. The thing is that if you want to have a smooth implementation the most important thing to do is having the whole projectboard working on the same goals. The only way to do this to have them work at it at the same time and feedback from the two groups will be safeguarded by the overall project manager
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