There are many reasons to move from a premises-based contact center solution to a cloud-based one. If you’re in the process of making the move, chances are you already know them: ease of deployment, flexibility of solution, remote use and administration, monthly subscriptions, extra features, little to no upfront capital or IT maintenance, etc. But there is one factor that many people forget when switching to a cloud-based contact center platform.
People don’t like change. And your employees are people.
Many times, smaller companies are attracted by the more advanced features they can bring on board with a cloud-based solution: bonuses like 100 percent call recording, multichannel routing, analytics or a voice-enabled IVR. Companies forget that these features will be new to employees used to using a more bare-bones system.
Image via Shutterstock
According to a recent blog post by EvolveIP’s Rich Fox, the trick here is to “communicate, communicate, communicate.”
“In fact, OVER-communicate,” writes Fox. “Why are we making this change? What are the benefits? How does this change our operations? How does this align with our values and our organizational goals?”
Companies should communicate the goals and the reasons for the change at every opportunity and in many different ways: at team meanings and town-hall style meetings, in memos and e-mails and even in casual conversation. By ensuring that everyone is on board from an early stage and enthusiastic (or at least not living in dread of the project), you can avoid the kind of unhappy, toxic environment that leads to non-use or non-compliance with a new solution. (Fox recommends that companies should, “Know who your influencers are, who others listen to, who they respect, and who are the loudmouths.”)
Cloud-based contact center solution that replace premise-based systems for smaller contact centers often come with more robust employee performance management and monitoring tools, which could foster resentment. Ensure employees know WHY you are monitoring them more closely and that it can help them in many ways.
Fox suggests that companies share the data and insights they gain from the cloud call center with their team – let them see how they are performing and how they perform against the rest of their team.
“Help them understand the calculations, your expectations and why you are focusing on those KPIs,” writes Fox. “They might try to poke holes in the data, but, after they get over the initial disbelief, they will accept the new insights and performance expectations that comes along with the new technology.”
The Power of the Cloud Call Center eBook
Everything you need to know about cloud call centers and the benefits they can provide to your business.
Join the Crowd, Moving to the Cloud
Companies are increasingly turning to the cloud as the ideal solution for replacing their legacy IVR system.
Driving Performance with Embedded Business Intelligence Analytics in Your Voice Application
This whitepaper explores the value of having embedded BI in your voice application and the rich information...
Five Simple Strategies to Make Your Support Center Callers Smile
This paper highlights five simple strategies any organization should consider to cost-effectively increase the level of service of their support.
How the Cloud Levels the Customer Service Playing Field
When customers compare businesses, they look to service quality as a differentiating factor.
Leverage Cloud-Based Contact Center Technologies To Provide
Differentiated Customer Experiences
Companies are increasingly turning to cloud-based contact center solutions that help deliver better experiences.
Five Ways to Differentiate Your Customer Service Offering Using the Cloud
Cloud contact center technologies should be used to assist businesses in adapting to customers' evolving channel preferences.