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Moving to a modern, cloud-based contact center has numerous advantages, including flexibility, resilience against outages and reduced reliance on IT. But the migration process also carries certain risks for call center agents and managers. And for IT teams, it can be even more challenging. Plan ahead to avoid common pitfalls and preserve your team’s sanity.
1. Know your networking needs
When migrating from an on-premises call center platform to one built and maintained in the cloud, networking is a key consideration for IT—and can be broken into two primary concerns.
2. Thoughtfully design the desktop and user interface
Labor cost for agents is the largest component of the contact center operating budget; agent retention is a key performance metric. So, designing a user interface (UI) that makes agents productive and happy is critical. Your design process should be a collaboration between the IT systems experts to understand what’s possible, workable and supportable, and the contact center operations team to determine what they would like to have.
A cloud-based call center platform provides a true omnichannel environment for customers and agents. Maximize the benefits of a new system by first identifying what the new UI should be in an omnichannel environment, what platform it should be built on, and what hardware and systems are needed to ensure it all functions reliably.
3. Plan ahead to ensure reliable reporting
The most frequently noted issue after the migration is reporting—the lifeblood of a contact center. As an IT manager, you might not rank it high on your list of concerns during a migration—but you should. Even if you’re not currently responsible for producing call center reports, having a plan in place with your call center manager pre-cutover will save you both a lot of headache in the long run.
Long before you flip the switch to your new platform, determine what the current reporting needs are, how the new reporting structure will look compared to the old methods, who will be responsible for running reports post-migration and how the call center manager will get them.
Learn how to “Make a call center technology move with confidence,” at our upcoming webinar. Register today.
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