Navigating Contact Center Migration: Top Lessons for Seamless Transition and Innovation

Navigating Contact Center Migration: Top Lessons for Seamless Transition and Innovation

Transitioning from a traditional call center to a modernized contact center is a pivotal journey that demands careful planning, strategic implementation, and a readiness to embrace innovation. In this exclusive webinar we delve into the top three inval...

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Transitioning from a traditional call center to a modernized contact center is a pivotal journey that demands careful planning, strategic implementation, and a readiness to embrace innovation. In this exclusive webinar we delve into the top three invaluable lessons learned from successful contact center migrations.


Lesson 1: "Migrate in Weeks, Not Months": Discover the proven strategies and best practices that enable a swift and efficient migration process, ensuring minimal disruptions to daily operations. We will unveil actionable insights on how to streamline the migration timeline, optimize resources, and mitigate potential challenges, allowing your organization to quickly adapt and thrive in the evolving customer service landscape.


Lesson 2: "Start Small and Innovate": Learn how initiating the migration process with a focused and agile approach can yield significant advantages. We will showcase the transformative power of starting small, testing innovative solutions, and gradually scaling up to meet evolving customer demands. This lesson will illuminate the importance of fostering a culture of continuous improvement and experimentation to drive sustainable growth and enhanced customer experiences.


Lesson 3: "Adding AI over an Existing Solution": Explore the strategic integration of artificial intelligence (AI) into an existing contact center framework. Uncover the key methodologies and practical insights for seamlessly incorporating AI-driven technologies to augment operational efficiency, improve customer interactions, and unlock new opportunities for personalized and proactive customer engagement. We will highlight real-world case studies that illustrate the tangible benefits of leveraging AI to amplify the capabilities of your contact center without overhauling your existing infrastructure.


We draw from real-world experiences and expert perspectives, to equip you with the knowledge and strategies needed to orchestrate a successful and innovative migration to a contact center. Gain the confidence to navigate the complexities of this transformative process and position your organization at the forefront of customer-centric excellence.

Meet Our Expert Panel

 

Mike Matchett, CEO & Principal Analyst, Small World Big Data
For the past 7 years, Mike has led Small World Big Data as an independent industry analyst. Prior to that Mike worked as an industry analyst for Taneja Group and TechTarget. Mike covers hyperconverged architectures, virtual compute and desktop technologies, AI/ML, and NoSQL databases. Mike holds a BSEE from MIT and served as a Chief Intelligence Officer in the United States Air Force. Learn more at: smallworldbigdata.com Twitter: @smworldbigdata
 

Josh Ellis – Contact Center Specialist | InterVision

Josh started working with the Amazon Connect solution shorty after its inception and has been a go-to resource for many companies since then. Having spent time in both Presales and Project Management roles, Josh has gained a deep understanding of Contact Centers and Customer Experience. His aptitude shines when he transforms complex, loosely structured environments using a diligent, focused, and methodical approach that exponentially improves organizational results and customer engagement.
 

Neil Leyland – Chief Contact Center Strategist | InterVision

Neil is a Lean Six Sigma Black Belt and senior-level problem solving program leader and contact center innovator with several decades of both consulting and operational experience. He has a history of leading large scale technology transformations across the globe with a focus on the intersection of people, process and technology. Neil joined InterVision from Deloitte consulting where he spent over 2 years providing thought leadership on a variety of contact center technology implementations and process change programs for large scale Global matrix organizations with a global contact center footprints. Prior to this Neil lead a multiyear contact center reimagination initiative including both a technology upgrade and process reengineering for all Mastercard consumer business lines globally.