If your contact center isn’t one of the circa 50% of cloud migrations that stall or fail that’s great news. It can be tempting to think that your organization is out of the woods, but unfortunately that isn’t necessarily the case. There is still disruption to overcome once the migration phase is over.
This post is the final in a series of blog posts that look at the reasons why cloud migrations fail and strategies that can help mitigate the risks.
There is no escaping it. A cloud migration takes a lot of effort and can be very disruptive to a contact center of any size. The resource, energy and money required to move from on-premise to cloud can often mean that the post-migration phase is an afterthought or not given enough attention.
This needs to change.
As the technologies used by the contact center have changed so too must the operations, processes and protocols to facilitate the new ways of working.
Ownership and accountability is key. The IT team’s role must be redefined as it comes to terms with how it looks in a post-cloud migration world. What was once a centralized control center is seeing the control over technology diluted and pushed out to the wider organization.
As users become more familiar with the new cloud technology and benefits such as better self-service and ease of use are realized this power balance tips even more. The ability to control and monitor user behavior becomes much more difficult.
What’s more, the change from on-premise to cloud can disrupt the experience of employees and customers alike making for lengthy adoption rates.
Is there a better way?
Smooth the rocky road to cloud adoption and optimize the post-migration phase with these strategies:
- Formalize IT’s redefined role in the post-migration world and ensure the relevant people are held accountable for user behavior;
- Risk assess the entire organization to determine where the likely risk of poor experiences might occur;
- Map new customer and employee journeys before migration and build systems, policies and processes around them;
- Build training and hiring programs in light of the new cloud technology.