Cloud

[QUIZ] What Contact Center Support Model Best Fits Your Needs?

Coveo for Salesforce Customer Agents

In the previous blog posts from this series, I have focused on the support needs, necessary roles, and managed service provider benefits for cloud-based contact center support. I mentioned there are three main support models all organizations will fall into: self-sufficient, hybrid, and outsourced. There are benefits to each model, depending on several factors unique to your business. Not sure what model your organization should utilize? Start with our quiz.

What Contact Center Support Model is Best for You?

What are your current in-house technical strengths and abilities? (Check all that apply)
Do you currently allocate resources primarily responsible for managing your contact center solution?
What is the current size of your IT department?
What is the size of your IT staff responsible for managing your contact center solution?
When do your in-house capabilities provide support to your contact center solution?
Do you currently have a monitoring process defined with appropriate tools for application performance and availability?
Do you currently have a patch management process defined? If so, how often are you applying software patches or upgrades to your contact center solution?
Do you currently manage other cloud technologies in-house?
How frequently do you introduce new feature sets or additional functionalities to your contact center solution?
How many contact center outages have you encountered within the last year?
How long does it typically take you to resolve a problem identified within your contact center?

 

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