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Digital Transformation in the Contact Center:

Cloud Migration: Lessons from the Trenches

Get practical tactics for a smooth digital transformation in your contact center by hearing industry experts’ migration best practices, project management, and decision criteria.

About the webinar

You’ve heard industry experts tout the benefits of the cloud: flexible scalability, more cost-effective remote agent support, faster access to advanced features, and on it goes. While the benefits are tantalizing, you need a game plan for getting there.

Join us for a 30-minute webinar created to help you navigate on-prem to cloud migration based on lessons learned from customer experience expert, Pam Hynes, COO of Sharpen, developer of cloud-native, omni-channel contact center solutions.

Contact center industry analyst, Sheila McGee-Smith of McGee-Smith Analytics will lead a focused discussion with Pam based on her 30+ years of experience in senior services roles helping hundreds of contact centers plan for and execute on cloud migration projects.

In this webinar, you’ll learn:

  • Why customers are choosing cloud for their next-gen contact center.
  • Selection criteria for cloud-based solutions.
  • How to prepare your technology, people and processes.
  • Migration best practices and pitfalls to avoid.

Who should watch:

  • Contact Center Managers / Contact Center Directors
  • VP of Customer Operations / Customer Operations Officers
  • CTOs / CIOs / IT Directors

About your speakers:

Sheila McGee-Smith

President & Principal Analyst, McGee-Smith Analytics

Sheila has 30-plus years of experience as a Contact Center Analyst advising on topics ranging from new product development and competitive assessment, to market research and sales strategies for customer care solutions and services. Sheila serves as the Contact Center Track Chair for Enterprise Connect and is a frequent contributor to No Jitter.

Pam Hynes

Chief Operating Officer, Sharpen Technologies

Pam has 30-plus years of experience in Senior Services roles at global tech companies helping to develop and maintain industry-leading customer programs. As a dedicated and passionate leader of Education, Support and Professional Services teams, Pam has helped hundreds of companies realize maximum value from their contact center solutions.


Murph Krajewski

Vice President of Marketing, Sharpen Technologies