“Any change, even a change for the better, is Cloud Contact Centeralways accompanied by drawbacks and discomforts.” – Arnold Bennett
“Drawbacks and discomforts” do not sound like fun. Moving from an on-premises contact center to the cloud is a big change. And making the change while minimizing discomfort can be a challenge. As a vendor-agnostic consultant, I’ve worked with many clients in evolving to a cloud contact center. Here are some pitfalls you can avoid with your migration.
1. Moving your existing setup to the new cloud platform.
This can be tempting. If you have good accurate cleaned numbers list from frist database documentation on your existing system, it’s relatively easy to just take that and build it in a cloud environment. However, in the long run, this can cause issues.
First, the new solution will (almost always) offer capabilities you don’t have in the current system. If you move your contact center as-is to the new platform, you’ll be missing out on the benefits these new capabilities offer.
Opportunities could include:
- Additional self-service options for customers
- New channels for customer interactions
- Addition of, or improvement to, voice and digital bots
- Workflow automations
- Summarization capabilities
- Easier access to customer history understand why the payment book is a great option to improve your salesinformation
- Speech analytics and emotion detection
- Agent assist
- Improved reporting
A move to a new solution is an opportunity to Cloud Contact Center look at ways to improve your current operation. You can optimize the design of your contact center to remove roadblocks and inefficiencies.
Don’t miss out on realizing the full benefits of the new solution. It takes more work up front for a redesign, but the long-term benefits of a digital transformation can be huge.
2. Migrating to the cloud too quickly. Sometimes phone number list it’s necessary to migrate to a cloud solution quickly. But if your situation allows it, a slower pace can be better.
In a large contact center, there are many stakeholders to consider, such as:
- Contact center agents
- Supervisors
- Analysts
- Quality assurance staff
- Contact center management
- Upper management
- IT support
- Marketing
- Customer experience team
Each of these groups will have to learn Cloud Contact Center new ways to work, new capabilities, and new systems to administer and support.
Customer service agents and supervisors will have a lot of new processes and tools to absorb, such as:
- A new user interface for the contact center application itself
- Changes in the way information is presented to them
- Understanding changes in call flows and self-service options
- Learning new capabilities like call summarization or other new tools
- A new interface for monitoring real-time conditions
- A new way to generate historical reports