Are you contemplating the BIG decision move your contact center to the cloud? There are a lot of factors to consider when taking this step and one of the most important is this: have you taken into account how the transition will impact the customer experience?
When it comes to the customer experience within your contact center, you should put yourself in the shoes of the customer. You must think about the ways in which the customer will use the services offered and how they will interact with those services. Also important to consider is what the customer expects from the call center and whether you are meeting those expectations.