Moving from a traditional call centre environment to a contact centre one should be straightforward. But the reality is different. Legacy IT equipment, lack of properly trained staff, time and resource are just a few of the problems that contact centre managers and directors now have to face.
As a result, if your organisation hasn’t already moved to the cloud, the chances are, you're probably either considering your options or planning a move in the near future.
In this report, you'll establish:
- Why on-premise technology can holding contact centres back
- The potential benefits of cloud-based alternatives
- The current frustrations contact centre leaders experience when trying to imbed new technology
As part of the research, West commissioned an independent survey of 100 contact centre decision-makers.
Download now to find out more.