Business mistakes contact centres make during cloud migration
We all know the technical benefits of a cloud-based contact centre, as opposed to a conventional contact centre. However, while there is no denying the benefits of lower operating costs and scalability, these benefits cannot be realised through technology alone. Many contact centres struggle to utilise the full potential of their cloud-based platform, not because they have neglected the technical aspects of agile migration, but because they failed to consider the business side of the operation. As someone who has worked with contact centres for over a decade, it surprises me to see the divorce between the technical and business aspects of cloud migration. The two are far more interconnected than anyone acknowledges and ignoring the connection only hurts ROI on cloud migration. While there is no denying the technical importance of cloud migration, the business side deserves just as much attention, which is what is addressed here. Business mistakes in agile cloud migration Failin...