For many companies, a contact center cloud migration is a critical operational goal. By shifting to the cloud, your business has the ability to provide an omnichannel customer experience, bolster services for remote customer service reps, and to scale operations at a moments notice. Cumulatively, each of those points can enhance CX and boost productivity, creating a better experience for all involved.
However, planning for a contact center cloud migration can be a daunting task. If you want a genuinely seamless experience, you have to craft a robust strategy that supports your broader goal while ensuring operations are minimally impacted during the transition.
While every company had different needs and preferences, by assessing three critical areas, you can formulate an approach that’s right for you. If you want a seamless contact center cloud migration, here’s what you need to consider.
Prioritizing the Transition of Contact Center Elements
Before you can undertake a contact center cloud migration, you need to determine which elements will transition when. Ideally, you should approach this strategically, focusing first on facets of the system that will experience the highest levels of operational improvement.
Take a close look at every contact center system category and determine which portions are meeting or exceeding expectations and which are struggling to perform. This could include an analysis of your core systems, such as the ACD and IVR, management systems, as well as service applications.
The goal is to find areas where your company will experience the biggest gains after the contact center cloud migration. By using the approach, you’ll begin to secure an immediate return on your investment.
Reevaluate Your Customer Journey
After a successful contact center cloud migration, your company may have access to new features and capabilities that could benefit your customers. While you can certainly transition each element in its current state, the migration also creates an opportunity to embrace features that weren’t previously available.
Examine your existing customer journey to determine if application changes or the use of available cloud features could improve efficient and CX. Next, determine if a slight redesign could be beneficial or if a larger-scale overhaul would provide the greatest gains.
While a redesign could extend your cloud migration timeline, it could be worth addressing it during this period. Essentially, you would be improving workflows as part of the project, enabling you to handle multiple objectives simultaneously.
Determine Customer Service Rep Training Needs
If your contact center cloud migration involves changes to key process and procedures or introduces new features that reps have yet to encounter, then you need to evaluate your training needs. For example, adding an omnichannel customer experience as part of your migrations means your employees will face a new way of doing business, and they might need additional skills or guidance to handle the paradigm shift.
Closely examine the skill sets of your customer service reps and determine whether formal training is necessary to prepare them for the post-migration landscape. If so, develop documentation, online courses, or in-person training sessions that will address points that are critical for their success.
By adding training to the migration schedule, you can ensure that your employees are able to thrive when the transition is complete. This ensures that, operationally, the contact center cloud migration is also as seamless as possible, making it easier for reps to reach full productivity quickly and efficiently.