Cloud Contact Center A Complete Guide - 2021 Edition

Can the consumer transfer licenses from an on-premises deployment to a cloud deployment?

How can network-based service providers leverage the cloud as an engine of transformation?

How critical is the programs mission or purpose to your organizations mission as a whole?

How does your product assist customers with efforts to comply with regulations as HIPAA?

How will you ensure customers have outstanding customer experiences regardless of channel?

Is multichannel, social media capability fully integrated or is it regarded as an add-on?

Is there a specific industry that will be most strongly affected by a blockchain makeover?

What percentage of your agents are dedicated to a single versus multiple skills/channels?

What steps are other organizations taking to deliver an outstanding customer experience?

Which information sources will you use to select a cloud unified communication supplier?


This Cloud Contact Center Guide is unlike books you're used to. If you're looking for a textbook, this might not be for you. This book and its included digital components is for you who understands the importance of asking great questions. This gives you the questions to uncover the Cloud Contact Center challenges you're facing and generate better solutions to solve those problems.


Defining, designing, creating, and implementing a process to solve a challenge or meet an objective is the most valuable role… In EVERY group, company, organization and department.



Unless you're talking a one-time, single-use project, there should be a process. That process needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'



This Self-Assessment empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Cloud Contact Center investments work better.



This Cloud Contact Center All-Inclusive Self-Assessment enables You to be that person.



INCLUDES all the tools you need to an in-depth Cloud Contact Center Self-Assessment. Featuring new and updated case-based questions, organized into seven core levels of Cloud Contact Center maturity, this Self-Assessment will help you identify areas in which Cloud Contact Center improvements can be made.



In using the questions you will be better able to:



Diagnose Cloud Contact Center projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices.



Implement evidence-based best practice strategies aligned with overall goals.



Integrate recent advances in Cloud Contact Center and process design strategies into practice according to best practice guidelines.



Using the Self-Assessment tool gives you the Cloud Contact Center Scorecard, enabling you to develop a clear picture of which Cloud Contact Center areas need attention.



Your purchase includes access to the Cloud Contact Center self-assessment digital components which gives you your dynamically prioritized projects-ready tool that enables you to define, show and lead your organization exactly with what's important.