Migrating your contact center to the cloud: Top five mistakes

If there is a business area that is deeply affected by digital transformation it is customer service, which is rapidly becoming re-branded as customer experience (CX). According to a Walker study, customer experience will overtake price and product as the key brand differentiator by 2020. Those organizations that are able to deliver a seamless, effortless experience will improve customer loyalty and see their sales soar. This objective is often a challenge for legacy technology infrastructures and many are turning to cloud contact center platforms. However, change on this scale brings risk, and there are some key mistakes that you should… [Continue Reading]