**Originally recorded for UC Today**
In this session we discuss the following:
- The backdrop to rapid cloud migration in 2020, and the ’sticking plaster’ decisions businesses had to make
- The customer, agent and operating model pain points contact centres are now facing as a result
- The learnings from 2020’s mistakes and opportunities for better informed decisions moving forward
- How to safely pull off the 'sticking plaster' and remedy migration issues through planning in 2020
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