『The Hidden Work That Makes a CCaaS Migration Successful | Ep. 27』のカバーアート

The Hidden Work That Makes a CCaaS Migration Successful | Ep. 27

The Hidden Work That Makes a CCaaS Migration Successful | Ep. 27

無料で聴く

ポッドキャストの詳細を見る
When contact centers migrate to Microsoft Teams, the technology itself is rarely the bottleneck. The real challenge comes down to human habits. ㅤHost Jon Zoltie sits down with Richard Sewell to examine what happens immediately after a new system goes live. They discuss the stark contrast between adaptable users and those who struggle to understand that a computer and a phone are now the same device.ㅤRichard explains how modern analytics give managers undeniable proof of workload and staffing gaps. He also highlights why organizations must leave legacy concepts such as pickup groups behind as they move to dispersed cloud environments. Ultimately, success relies on early adoption, proper training, and letting go of analog mindsets.ㅤ👤 Guest BioRichard Sewell is the Client IT Manager at Chartered Institute of Housing. For over sixteen years, Richard has managed technical operations and client infrastructure. He specializes in Citrix and remote support technologies.ㅤRichard focuses on a collaborative approach to IT, helping businesses move from legacy setups to modern, flexible systems. Outside of managing technology, Richard is a dedicated family man who enjoys the gym, cars, and playing computer games with his young son.ㅤ📌 What We CoverThe wild card of migration: why user mindset causes more support tickets than the technical setup itself.Breaking the muscle memory of the traditional desk phone and adapting to presence status controls like "Do Not Disturb".Why does internet quality completely change the troubleshooting process for remote workers?Using new communication flexibility to work seamlessly from a home office, an airport, or abroad.How managers use call analytics to visualize team workloads and justify hiring requests to the finance department.The problem with requesting legacy features like pickup groups for teams spread across different cities.Turning off analog systems requires early planning and mandatory user training well before the switch.ㅤ🔗 Resources MentionedAudioCodesMicrosoft TeamsㅤGet Started with Voca CIC👉 Start a free trial of the Voca Conversational Interaction Center for 30-days: https://voca.audiocodes.io/signup👉 Learn more about AudioCodes Voca CIC: https://www.audiocodes.com/solutions-products/voiceai/voca-conversational-interaction-center
adbl_web_anon_alc_button_suppression_c
まだレビューはありません