Part 3: Mitigating Personal Risk and Career Stakes This blog post is the finale of a 3-part series on overcoming the fears and risks associated with the weighty decision to migrate a contact center to the cloud. Read Part 1 here and Part 2 here. People-centric change management A large portion of a cloud migration revolves […]
Continue ReadingIn the midst of all the change and disruption of 2020, many organizations are asking themselves an important question: Is now the right time to move an on-premise contact center to the cloud? A recent Nemertes Research webinar presented by Lifesize provides answers to this and other critical questions. Robin Gareiss, Nemertes president, founder and […]
Continue ReadingPart 2: Facing the Top Cloud Fear This blog post is the second in a 3-part series on overcoming the fears and risks associated with the weighty decision to migrate a contact center to the cloud. Read Part 1 here. Reversing aversion to change So you’ve done your risk calculus and you’re committed to […]
Continue ReadingPart 2: Facing the Top Cloud Fear This blog post is the second in a 3-part series on overcoming the fears and risks associated with the weighty decision to migrate a contact center to the cloud. Read Part 1 here. Reversing aversion to change So you’ve done your risk calculus and you’re committed to […]
Continue ReadingCoronavirus has officially kicked the work from home (WFH) trend into a permanent reality — and the call center is no exception. At the outset of the pandemic, as families rushed to stock up on toilet-paper and canned goods, contact center leaders were scrambling to transition customer service agents to remote status. Now as many […]
Continue Reading“In preparing for battle, I have always found that plans are useless, but planning is indispensable.” –General Dwight D. Eisenhower “Your plan has to suit who you and your team are right now.” – Mike Krzyzewski We’ve all felt embattled by the global health crisis, social upheaval, financial volatility and complete disruption to our daily lives and routines. Whether […]
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