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How to Prepare for CCaaS
Manage episode 407193175 series 3558719
תוכן מסופק על ידי Amas Tenumah & Bob Furniss, Amas Tenumah, and Bob Furniss. כל תוכן הפודקאסטים כולל פרקים, גרפיקה ותיאורי פודקאסטים מועלים ומסופקים ישירות על ידי Amas Tenumah & Bob Furniss, Amas Tenumah, and Bob Furniss או שותף פלטפורמת הפודקאסט שלהם. אם אתה מאמין שמישהו משתמש ביצירה שלך המוגנת בזכויות יוצרים ללא רשותך, אתה יכול לעקוב אחר התהליך המתואר כאן https://he.player.fm/legal.
Bob and Amas discuss how you should prepare for CCaas:
Three out of four contact centers today have not yet made the move. Every vendor is telling companies to make this move. The improvements are happening in their new cloud system. We're getting close to the point where this would be a baseline requirement.
CCaaS allows agents to use all of their channels in one interface. It adds some user capabilities for the agent. That makes their life a little bit easier. Is this something that's going to change my life at all?
- CCaaS projects thus far has been a little case of over promise under deliver. Lots of people have gone down this road, have said, Gosh, I like the new system, but they don't consider it a success in terms of ROI.
-: The vendors are saying that the ROI is better than it could possibly be. He says a 20% reduction in handle time is just not realistic.
Your ROI has to get a lot more creative and more thoughtful than that. It's about improving the agent experience and the customer experience.
"Data Center. That there is a refrigerator size box or there is a stack of servers. I probably just dated myself with the refrigerator size box." Bob
"I'm gonna go to an old reliable Seneca today. This quote is we are more often frightened than hurt and we suffer more in imagination than in reality." - Amas
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