When helping contact centers migrate to the cloud, optimizing their functionality is an essential part of the process. Demonstrating how you're going to deliver on your promises – now and in the future – is a key part of building an ongoing relationship. You'll be helping your customer to achieve their goals and positioning yourself as a key player in their cloud optimization initiatives.
In the planning stages of the migration, you should look to integrate the solutions that will help to distinguish your service from competitors and bring in ROI. Deploying cloud solutions that help your customer's contact center tackle the challenges that come with varying service demands will make you an indispensable part of their cloud migration journey and beyond.
Customer expectations are changing rapidly, and call centers are responding to the evolving demands by upgrading their technologies. These investments are driven by the desire to create flexible and scalable solutions that can provide a continuously improving service.
When discussing the cloud migration with your client, the first step to ensuring success is understanding their goals around customer experience (CX). Identifying the limitations set by an on-premise call center and envisioning an improved model that eliminates these restrictions will help to get everyone on the same page.
Get stakeholders on board
For most individuals within the call center, the migration may be perceived as a technical undertaking that is beyond their scope of understanding. For this reason, people may be reluctant to accept the proposed changes in fear of how it may affect their daily tasks and routines – even if they are inefficient.
Stakeholders may be wary of the loss of control. Whereas an on-premise call center provides a more tactile experience, a cloud migration may prompt agents to feel like they're plunging into the unknown. To help stakeholders recognize the value in the migration, it's important to demonstrate how the move will save them time and improve their interactions and outcomes with customers.
When approaching stakeholders, don't use overwhelming technical jargon that may prompt hostility towards the proposed project. Focus on how the migration will streamline their workflows and eliminate the tedious and stressful elements of their day-to-day tasks. When customers have a smooth experience navigating through the IVR, agents are far less likely to encounter friction or resistance when they speak to the customer.
Significant technical changes can put everyone on edge about potential hiccups that may affect CX. Build up your customer's confidence by showing how you're going to use automated validation testing software to map out the customer's CX environment and obtain accurate information that will help you to foresee and manage any challenges.
A deployment model that integrates stress testing will help stakeholders to understand how the infrastructure will perform during peak times provide an added layer of reassurance.
Build a lasting relationship
The migration won't be a set and forget procedure. Your call center client will undoubtedly want to optimize their processes and scale their services as the business evolves. As a migration specialist, you can position yourself as the call center's go-to consultant regarding integrations and other enhancements of the existing infrastructure.
Personalize the migration to ensure that the delivery plan matches the client's needs and expectations. This will help to cement your relationship with them by demonstrating your interest and commitment to delivering all the benefits and ROI from the migration.
It's vital for your customer to understand the migration journey doesn't end once everything goes live. Receiving ongoing support and guidance will help to keep their business competitive and growing sustainably. To achieve this, you must show the measurable results that have been achieved so far, and how continuous testing and improvement of the systems will further enhance their service.
As a value-added reseller and migration specialist, you want to position your business as the obvious choice for contact centers that are looking to upgrade their services through cloud technology.