When I talk to companies about cloud contact centre benefits, it becomes clear that some organisations just should not move to the cloud! They are not ready.
With the rapid adoption of cloud technologies in contact centres, to remain competitive in your industry, it makes it imperative to take advantage of the flexibility, scalability and manageability that cloud solutions offer to drive better customer experiences.
Commentary from ContactBabel’s UK Customer Experience Decision-Makers’ Guide (2022-23 – 5th edition), a survey taken from a cross-section of industries in the UK stated, “while there has been a very significant move to cloud – supported recently by the need for remote working – it is clear that there is still a long way to go before businesses can fully develop their CX supporting technology.”
You can find the full report here ContactBabel
Key challenges in cloud contact centre migration
What are the key challenges organisations are facing for a cloud contact centre transformation?
- Can’t articulate the value of the contact centre
- Not clear on requirements
- Senior stakeholder education and buy-in
- Internal stakeholders either resistant or unfamiliar with cloud contact centre technologies
- No budget to shift from a CAPEX to an OPEX financial model
- Lacking in organisation change capability or maturity
- Unable to articulate the IT security risks in a way the InfoSec team can understand
- Trying to do too much and confusing customers and employees
Over the next eight posts, I will go into detail on each of the key challenges above to provide actionable insight on how to solve them in your business.
What are the benefits?
Getting these right usually results in better outcomes for agents, customers and bottom line. These include:
- Enable full, seamless multichannel experience for better customer experience
- Better management of costs
- Rollout capability to clients and agents in less time
- Empower employees to work anywhere
- Turn capabilities and capacity on and off, based on patterns of business activity
- Avoid the headache of managing end-of-life hardware and software
Do these challenges sound familiar? Want expert advice on how your business can take advantage of cloud contact centre?
Get in touch today to discuss how we can help your business remove these barriers and take advantage of the cloud – contact us info@cloudccass.com or LinkedIn