Best Practices for Implementing and Managing a Cloud-Based Contact Center
By Donna Fluss
You’re contemplating a move to the cloud. You are considering a cloud-based contact center infrastructure solution, an automatic call distributor (ACD) or outbound dialer, along with other applications such as recording, workforce management and quality assurance. Whether this is your first contact center application or a replacement for an existing on-premise solution, it’s essential to employ best practices to succeed with your roll-out. The implementation deserves as must attention and planning as the selection process. The business is responsible for the implementation, even through the cloud-based vendor provides the hardware and software. Of course, it’s helpful to work with a vendor who is a true partner and offers guidance and direction throughout the process.