Role Play and Presentation: This task is a continuation from the previous task (assessment task 2). You will be required to assess the case study from previous assessment task. In this assessment task, you are required to develop a change management strategy in consultation with the stakeholders and managers. You will continue to take on the role of the Contact Centre Operation Manager. Your assessor will act as General Manager/CFO/Department Managers. You have identified that the telephone representative productivity has decreased