An increasing number of organisations want to migrate their contact centre to the cloud, but to make sure things go to plan, preparation is vital.
Hammer, a leader in contact centre deployment, testing and management is holding a must-see webinar next week to help companies avoid the top five pitfalls when they migrate their contact centres from on-premise environments to the cloud.
Webinar attendees will learn how to proactively prevent costly CX (customer experience) mistakes and guarantee optimal CX at every step of the journey, however complex their contact centre environments are.
Hammer’s Kurt Dahlstrand, Solution Engineering Manager and Jeff Reedy, VP of Product, will lead the technical webinar discussion on Thursday, 24 February. They will both draw on their extensive experience of contact centre cloud migration to highlight the pitfalls that impact customer experience, retention and the bottom line.
Attendees of the live webinar can take advantage of a FREE baseline assessment of their existing voice customer service, where experts from Hammer will focus on your specific challenges or unexplained performance issues.
Key steps and pitfalls
Hammer’s Reedy tells CX Today: “There are potential pitfalls, and we will cover them in our webinar to help organisations quickly spot those issues and help them solve these before impacting customers. After all, if not effectively addressed, they can negatively impact company revenue.”
Reedy cites an example of how Hammer can help organisations with their journey to the cloud. A that served customers via their website moved their contact centre to the cloud, but their website went down at their busiest time of year. As a result, their contact centre became overloaded with calls, chat and email. Unfortunately, they failed to test the ability of their cloud contact centre to perform with higher-than-expected traffic. The following year with Hammer, the customer tested all channels at load and resolved issues before their seasonal surge.
Some companies “jump ahead too much” in their cloud plans, says Reedy. “They must audit and baseline what they have first. Then, we can focus on their specific challenges and add value to their bottom line.
“We are able to discover if callers into their contact centre really do speak to an agent and have their customer queries answered in a timely fashion, or at all.”
Market growth
Market analysts confirm that most contact centres are still on-premise, but they predict that the vast majority will be in the cloud over the next few years, so a busy time is expected for key market players.
Reedy says: “We see incredible demand for our services as customers are rushing to move to the cloud, but end-to-end automated testing and monitoring is often an afterthought. Hammer mitigates this and ensures migration plans incorporate effective testing and monitoring in the planning and development, pre-deployment and production stages.”
Companies can register for the webinar on Thursday 24 February here
