1. Understand your customers’ communications preferencesÂ
Digital interactions are going to replace the majority of voice communication in the contact center. It is just a question of when, rather than if. Make sure you know how your customers would prefer to interact with you.
2. Assess the technology platform prior to purchase
The financial benefits of cloud technology are one of the primary drivers for companies to engage with a cloud contact center provider. While it may seem that all vendors offer similar services, the reality is very different. To realize the full benefits of the cloud, you should be buying into a future-proof platform that is designed for multi-channel contact and integrates easily with your other systems including your CRM system.
3. Make sure you fully engage with all stakeholders
It is absolutely necessary that each department has a chance to share what their specific requirements are to ensure that all business needs and goals are met by the new solution.
4. Be clear about the difference between opex and capex business models
It is absolutely necessary that each department has a chance to share what their specific requirements are to ensure that all business needs and goals are met by the new solution.
5. Make sure your cloud platform is future-proof
The role of the contact center has changed dramatically in the past decade, and it will continue to do so at an even more accelerated pace. In order to keep up with customer demands and industry requirements
