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The fact that it's hard to imagine a time before 'The Cloud' - a technology allowing us to access computing resources without owning or maintaining physical hardware - demonstrates how quickly technology is evolving. Where office buildings once housed bulky and expensive computer servers, data storage and connectivity have been reinvented in recent years, revolutionising how we work.
Nowhere is that more evident than in the world of customer service where cloud contact centres are no longer a novelty but the norm. Studies have revealed that 75% of contact centres are already in the cloud1, with the COVID-19 pandemic and pivot to remote work inspiring many companies to stop merely “testing the waters around cloud-based contact centres”2 and instead fully embrace benefits such as reduced costs, increased productivity and better tracking of customer communication.
For all the benefits of establishing a cloud contact centre though, it is not as simple as clicking a few buttons. Along with highlighting why there is no time to waste in joining the revolution, this article will outline the must-have solutions and provide tips for choosing a CX and tech partner to guide one’s migration to a cloud contact centre.
A cloud contact centre is an internet-hosted solution that enables all customer communications, both inbound and outbound, to be processed. While traditional ‘call centres’ rely on analogue telephone technology that restricts customer support to calls and forces agents to work on-site, cloud solutions feature tools and applications that facilitate remote work and high standards of customer service across multiple channels including voice, SMS, email and social media. Additionally, all a business needs for a cloud solution is a communication device and a powerful internet connection.
Source: Ways Call Center Software Is Changing How We Work (callcenterhosting.com)
The benefits of establishing a cloud contact centre are numerous including:
Cloud contact centres have many integral features including:
Cloud contact centres outshine traditional set-ups in a variety of ways including:
Creating a premium cloud contact centre environment does not happen by chance, which is why many businesses choose to partner with CX and tech experts who offer tailored solutions for their unique requirements. When making that decision, consider the following tips:
With the rise of cloud computing, there is no need for businesses to continue to rely on traditional contact centre processes and systems that fall well short of delivering the experiences that today’s customers deserve and expect. Investing in cutting-edge technology and the people who can maximise its potential may be a big decision, but it is not a difficult one given the benefits already being realised by countless organisations.
Bringing out the best in one’s contact centre agents is crucial but, as many executives and managers know, that is often easier said than done. Discover one CX expert’s seven tips for fostering a contact centre environment that lets people shine.
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