Cloud adoption in contact centers is accelerating—68% are already in the cloud, and 55% of on-premises users plan to transition by 2025 or later. Yet, many CX, contact center, and IT leaders take a step-by-step approach to this transformation. Aberdeen’s recent survey of 431 leaders shows that 79% of companies transitioned gradually to cloud-based contact centers.
A major challenge for these leaders is effectively managing their agent workforce to meet operational goals, with labor costs being the largest expense. Prioritizing workforce engagement management (WEM) as the starting point in cloud transformation helps organizations capture immediate cost savings and optimize performance before expanding to other applications like ACD, self-service, and analytics.
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