Q: Why are we moving from WebAgent to Contact Hub?
A: We're transitioning to Contact Hub to provide you with a more advanced, efficient, and user-friendly agent interface. Contact Hub offers an improved agent interface, some new features like warm user-to-user transfers, improved multi-channel capabilities and better workflow management that will help your business operate more effectively and deliver superior customer experiences.
Q: How will this migration benefit our business specifically?
A: Contact Hub will help streamline your operations by improving agent efficiency and make their working day easier. This can lead to better customer satisfaction, increased productivity, and potentially lower operational costs.
Q: What's the total time commitment required from our team for this migration?
A: To upgrade Users on to a new plan via Manager Portal takes a matter of minutes, however as with any new technology changes we recommend allocating time for training sessions, testing and agent training.
Q: Will there be any downtime during the migration process?
A: We've designed the migration process to minimise any disruption to your operations. You can continue using WebAgent while setting up Contact Hub, allowing for a gradual transition. As long as you complete the migration before the End-of-Life date for WebAgent, you shouldn't experience any service interruption.
Q: How much training will our agents need?
A: We provide comprehensive training resources, including user guides, video tutorials, and regular train-the-trainer sessions. Most agents typically become comfortable with the new interface within a matter of hours. We recommend starting with an internal trainer who can then assist in training others.
Q: Will this migration affect our current integrations or workflows?
A: Contact Hub is designed to be compatible with a wide range of integrations and workflows. However, some adjustments may be necessary. We'll work closely with your team to identify any potential impacts and ensure a smooth transition of your existing processes.
Q: Are there any additional costs associated with this migration?
A: The migration to Contact Hub is included as part of your ongoing service with MaxContact. There are no additional costs for the migration process itself. However, if you choose to upgrade to a new package e.g. Connect or Complete, or increase your user count, there may be changes to your license fee. We'd be happy to discuss your specific needs and provide a detailed cost breakdown.
Q: How do we select the initial users for the Soft Launch?
A: We recommend selecting a diverse group of users who represent different roles and skill levels within your organisation. This could include experienced agents and supervisors or managers. The goal is to get a comprehensive view of how Contact Hub performs across various use cases in your organisation.
Q: What should we pay attention to during the Soft Launch?
A: During the soft launch, we recommend focusing on getting to know the new layout, ensuring your BAU activities are familiar such as handling voice and digital interactions. Plus, testing any integrations you rely on, and exploring new features like warm user-to-user transfer and callback manager.
Q: How do we report issues or provide feedback during the Soft Launch?
A: We've set up a dedicated feedback channel for the migration process. You can report issues or provide feedback through support@maxcontact.com we'll review all feedback as high priority and work with you to address any issues.
Q: Can we still use WebAgent for the majority of our team during this phase?
A: Yes, during the Soft Launch, the majority of your team can continue using WebAgent. This allows for a gradual transition and minimises disruption to your day-to-day operations.
Q: What metrics should we be looking at to evaluate the performance of Contact Hub?
A: Key metrics to focus on include agent handling times, first call resolution rates, customer satisfaction scores, and overall agent productivity.
Q: How do we access the new Contact Hub interface?
A: Once you have enabled Contact Hub on your user plans for your Soft Launch your users will be able to see Contact Hub after they have logged out and back in again.
Q: What should we do if we encounter any problems during the Soft Launch?
A: If you encounter any issues during the soft launch, please document the problem in detail, including any error messages, and report it immediately to support@maxcontact.com. Our support team will prioritise addressing these issues to ensure a smooth Launch.
Q: Can we extend the Soft Launch phase if needed?
A: Yes, we can be flexible with the timeline if needed. Our goal is to ensure you're comfortable and satisfied with Contact Hub before moving to full deployment. If you feel you need more time, please let us know, and we'll adjust the schedule accordingly.
Q: How do the efficiency and productivity metrics from Contact Hub compare to WebAgent?
A: Generally, customers see improvements in areas like correct dispositions, callback management and agent productivity. If there are any metrics that you’d like to share with use we’d be happy to discuss.
Q: What have other customers experienced during their migration?
A: Many of our customers have reported smoother operations, improved agent satisfaction, and enhanced customer experiences after migrating to Contact Hub. For example,
Dialler Manager
"the agents we've rolled it out to have seen the benefit of the new system"
Technical Support
"training has gone smoothly and picked up by the agents quickly – it is only retraining their instincts for the new locations of buttons etc!"
Call Centre Manager
“I have definitely seen a massive drop in incorrect dispositions”.
Q: Are there any best practices we should implement before full deployment?
A: Based on our experience and feedback from other customers, we recommend:
1. Conducting thorough training sessions for all users. You can share the agent training videos [here]
2. Updating any relevant internal documentation or processes
3. Identifying Internal Trainers who can support others during the transition. They can sign-up to our train-the-trainer sessions [here]
4. Planning for increased support during the first few days of full deployment
5. Setting up new performance monitoring processes to take advantage of Contact Hub's enhanced functionality
Q: How long will it take to enable Contact Hub for all users?
A: The actual enablement process is quick - often completed within a day. We just need to know which day is most convenient with you, please liaise with your support contact for full deployment.
Q: Will there be any interruption to our services during the full deployment?
A: We strive to minimise any service interruptions during the deployment. Most of the transition happens behind the scenes. There might be a brief period (minutes) where agents need to log out of WebAgent and into Contact Hub. We'll work with you to schedule this during a low-volume period to minimise impact.
Q: What support will be available if we encounter issues during the full rollout?
A: We provide enhanced support during the full rollout phase which includes rapid response times to tickets.
Q: What should we do if some agents are struggling with the new interface?
A: If agents are struggling, we recommend:
1. Pairing them with a "power user" who can provide one-on-one guidance
2. Directing them to our library of short, task-specific tutorial videos.
3. Referring to our library of resources with answers to all your questions.
Q: Can we roll back to WebAgent if we encounter significant issues?
A: While we don't anticipate the need for a rollback due to our thorough Soft Launch process, we do have contingency plans in place. In the unlikely event of significant issues, we can quickly revert to WebAgent while we resolve any problems. However, this would be a short-term solution as we approach the WebAgent end-of-life date.
Q: What ongoing support will be available after the migration is complete?
A: After the migration, you'll continue to receive our standard support package, which includes:
1. Access to technical support via support@maxcontact.com
2. Regular system updates and improvements
3. Access to our online knowledge base
4. Quarterly account reviews to ensure ongoing satisfaction and optimisation
Q: Are there any advanced features we should consider implementing now that we've migrated?
A: Now that you've migrated, you might consider exploring features like Warm User-to-User Transfer, Digital Campaign, Canned Responses and Quick Outcomes. We'd be happy to schedule a session to discuss these features and how they might benefit your operations.
Q: How often will Contact Hub be updated with new features?
A: We have a regular update schedule for all MaxContact’s features, releases take place every two weeks from minor to major updates. These wwill be in line with our product roadmap, as guided by you. We always communicate these updates in advance and provide documentation on new features.
Q: What's the process for requesting new features?
A: We value your input on Contact Hub's development. You can submit feature requests via our manager portal, just click the ‘pin’ in the bottom right-hand corner and navigate to Roadmap Requests. These requests are reviewed by our product team regularly. For customisations, we can arrange a meeting with our solutions architects to discuss your specific needs and provide a quote for any custom development work.