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Contact centre technology has changed a lot over the over the last 25 years, trying to keep up with best practice operational standards.  One of our CloudCCaaS team members recalls being at a call centre conference back in 1998 where one of the vendors was promoting video calling as the next big thing to hit the…

One of the key elements to a successful Cloud Contact Centre transition is senior stakeholder education and buy-in.  Whilst it may be obvious to you of the benefits of Cloud CCaaS, not everyone has the knowledge and context.  Of the five key ‘Greatest Change Management Obstacles” identified by PROSCI, the Global Leader in Change Management Solutions, three relate to…

One of the biggest obstacles to any successful project is a lack of robust, value driven Business Requirements.  Business requirements provide a benchmark of what will be delivered in your project and allow all stakeholders to have a clear view on what success looks like.  The Project Management Institute states here that 3 of the 9 reasons projects fail…

Let’s start off with the premise that you are excited to move your contact centre to the cloud to take advantage of the flexibility, scalability and manageability that cloud solutions offer to drive better customer experiences.  One of the many key challenges will be to create the story of why.  Why is it important to the company, your…

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…