Careful planning is essential when migrating your contact center to the cloud. Studying all of your current processes and developing a roadmap ensures a successful migration. Most importantly, you need to make sure that this roadmap preserves a positive customer experience during and after the migration has taken place. Starting out, it is best to consider all of the different technologies you use and how they impact your contact center. You’ll then have to test whether these technologies are going to work with your new cloud contact center.
Let’s take a close look at tips you can put into action to ensure a successful migration of your contact center to the cloud.
The Challenge of Moving a Contact Center to the Cloud
Business tasks overseen by IT continue to remain very siloed. Many companies have separate entities in charge of networks, database, and hardware. Unless these professionals work together, it becomes nearly impossible to migrate a contact center to the cloud. But once the migration takes place, it becomes clear to see that a cloud contact center allows the company to perform better and enhances the overall customer experience. Still yet, extensive planning among all IT employees is crucial to ensuring the migration is performed successfully and doesn’t hinder the customer experience.
Assessing the Current Contact Center
Before you even think about moving the contact center to the cloud, you must first assess your current operations. You have to take stock of everything in the current contact center, including your hardware, software, channels of communication, networks, and more. You can start by taking a look at the different communication methods you provide. You likely already support voice communication but how about SMS, social, or self-service? Are you providing email customer support?
From here, you must determine how you will include an omnichannel structure as you move to the cloud. In doing so, you can provide the ultimate customer experience by allowing customers to reach out to you via multiple channels while making it easy for agents to access pertinent customer data no matter the communication channel being used.
If there are certain channels of communication that you have yet to implement, you should consider whether you want to make them available in the near future. And if so, you should consider whether it’s better to go ahead and add them now as you set up your new cloud contact center.
Along with channels of communication, you should also consider which systems you want to migrate to the cloud, such as CRM, scripting, er queue, IVR, dialer, workforce optimization, analytics and reporting, and so on. After you identify which systems you want to move, it’s important to pinpoint any weak spots in these systems and to address them accordingly.
Creating a Team Strategy
Remember, the goal for this migration to the cloud is also to enhance the overall customer experience. Having a DevOps team which includes your system administrators, developers, and network engineers helps the process. The purpose of the team is to look at any complexities between the development and engineering phases of moving the contact center and any other IT-related activities to the cloud. The team is also responsible for ensuring the appropriate supporting infrastructure is created to allow the migration to go smoothly.
Focus on KPIs
Take a look at your KPIs and assess where you are exceeding your goals and where you’re falling behind. Perhaps you notice that a significant portion of your Contact Center agents’ time is spent on looking up customer information. If you can speed up the customer data access process, you can quicken resolution times as well as improve the customer experience. With this in mind, you know to devote a major portion of the migration roadmap on processes that ensure your agents have quick access to customer data. Maybe this means integrating your CRM with your Voice and social media customer support programs. Whatever it is, your DevOps team will benefit from their focus on creating a cloud contact center that helps you achieve your KPIs.
The Right Service Provider – Blueworx
Once you are ready to migrate to the cloud, you can then start searching for a service provider that can meet your needs. Blueworx would be the perfect choice for your needs.
Any service provider should provide around-the-clock support both during and after the migration. It should be able to pinpoint barriers to the migration before they arise and provide solutions to ensure the migration doesn’t provide any type of downtime. Always partner with a service provider that has experience in helping clients that operate in the same industry you operate in. And most importantly, make sure the service provider leverages today’s top security practices as you will be giving them access to all of your business and customer data.
Need help on migrating your contact center to the cloud? Call Blueworx today!