There are many benefits to transitioning to contact center as a service, such as scalability, an easing of the pressure on your in-house IT team, and cost savings. Even better, contact center as a service allows your agents to work from anywhere, because it requires only an internet connection to function in any location.
But migration to CCaaS, as contact center as a service is sometimes called, is a complex process. Here are seven tips to ensure a more efficient and smooth transition:
Assign Ownership: Whether it’s an inside employee or a consultant that you hire for the transition, there needs to be a point person that can oversee all the various steps to your migration. If you don’t use an existing employee, be sure that your consultant has a deep understanding of your current operation.
Have a Plan for Simple Issues: Many CCaaS solutions offer more capabilities to make changes or address simple issues. It’s an advantage over old systems, because you won’t have to open an IT ticket for every small request. But you need to be sure that the right people have access to make these changes and are well-trained so that it doesn’t cause problems in your CCaaS solution.
Watch for Compatibility Concerns: If you intend to use your existing headsets or other equipment, anticipate that there may be compatibility issues. Check this before you begin implementation, because during the demo process, many sales reps can gloss over compatibility concerns – and this could be a significant cost for your business.
Check the Accommodation for PSTN Requirements: Some providers include access to the public switched telephone network (PSTN) as a standard offering, but not all do. Be sure you know the plan for PSTN.
Accommodate Training Needs: It’s a common problem that the person overseeing a migration to CCaaS becomes so familiar with the solution that they forget that teams will need adequate time for training and familiarity. Dedicate more time than you think you will need.
Stagger Changes: If adopting your CCaaS solution will include some equipment upgrades, consider introducing new items one at a time. For instance, if you need to invest in new headsets, think about introducing them a month or so before your agents access the new software. That way they will not need to adapt to everything at once.
Increase Communication: As you go through the process, talk with your users early and often about the solution, including updates on the timing and what benefits they can expect. Talk about the specific ways in which they use existing technology and how the new solution will improve their processes.
If you’re considering an upgrade to contact center as a service, contact us at Cloud Source for guidance in assessing your needs and choosing the right solution for your business.