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The global pandemic has accelerated digital transformation and ushered in a Cloud-Smart Era. Tom Goodmanson, CEO at Calabrio, reveals recent research results and shares ideas on how to harness the next level of strategic potential for new and existing cloud-based contact centres.

The COVID-19 health crisis has accelerated digital transformation like never before. Contact centres too have reached an important turning point as organisations rely on them to nurture customer relationships and support an evolving work-from-home environment. Agility is the name of the game and has prompted a widespread move to the cloud.

When Calabrio surveyed 273 contact centre managers from the USA, UK and the DACH region (Austria, Germany and Switzerland) the report results highlighted the importance of becoming cloud-proficient. More than three-in-four contact centres have made full or partial moves to the Cloud, with an astounding 68% of those migrations happening...

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