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3 Common Mistakes to Avoid when Moving Contact Centres to the Cloud

Thursday, February 8, 2018 - 16:15
3 Common Mistakes to Avoid when Moving Contact Centre to the Cloud

The author of this post is located in the U.K.

As the popularity and accessibility of cloud solutions grow, so do the number of new entrants to the marketplace. Many businesses are intrigued by the potential value of cloud solutions, but are at risk of making commonplace mistakes that can lessen the beneficial impact of the Cloud on their organisation.

A recent report by ContactBabel looks into the reality of implementing and using cloud-based technologies within your contact centre. Here, we want to reveal some of the common mistakes to avoid when deploying and using cloud contact centre technology.

  1. Being intimidated by the number choices offered

With the Cloud now offering an unprecedented level of versatility, it can provide almost too many choices. With a vast array of services for storage, security, communications and beyond, there is a risk that the customer can simply be overwhelmed in the process of working out what they do or don’t need.

The key to avoiding this is simply to focus on the bespoke nature of cloud solutions; there is no pressure to take on anything more than exactly what you need, and services like West’s Cloud Contact Pro are designed to be as versatile as possible. In this way, contact centres are able to make a small selection of solutions to trial, and then expand, move, increase size or try out new functionality without the initial high cost of selecting extra services.

Cloud solution providers are not trying to sign you up to unnecessary services; value for money and suitability of service is both more valuable and more beneficial than short-term gains, and WestUC is able to offer extensive consultation on exactly what customers need. Businesses should remember that the pace and extent of scaling cloud solutions is entirely in their power.

  1. Not understanding your customers’ needs

Companies need to ensure that every customer feels valued as an individual and that the attention they get from brands is personalised. For example, organisations need to know how their customers prefer to interact with them, whether that’s by webchat, email, phone or SMS. For example, web self-service is something most customers welcome for simple straightforward transactions, while SMS messages can be a useful way of keeping customers informed. This approach means that your contact centre agents have more time to deal with the more complicated enquiries.

To achieve this, it’s important to have all the right technology infrastructure in place for delivering a seamless customer experience across multiple channels.

  1. Failing to ensure that your provider has the appropriate security in place

Security is often one of the main concerns when it comes to businesses adopting the Cloud. Many businesses tend to think that their data is better kept in-house due to fears about attacks on their company data.

However, the Cloud can provide good security if the migration is done right. A quality cloud provider will have invested huge resources in physical and logical security, and will comply with the international standard for information security, ISO27001. After all, the reputation and the income of a cloud provider rests upon being able to both store and protect data.

Remember, security also means compliance. For example, PCI compliance states that businesses must not store cardholder data. However, there’s often a requirement to record calls for training and quality purposes. But with cloud-based applications like West’s Cloud Contact Pro agent conversation can be recorded without interruption, but also without having any card information stored on business systems or heard by agents.

If businesses can identify these mistakes early and put plans in place to avoid them, they will get the most of what the Cloud has to offer and ensure that customers get the experience they demand and deserve.


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