Businesses Look to Cloud Contact Centers to Meet Demands During Pandemic Move Your Contact Center To Cloud Now
Agenda • Introduction of Cloud Contact Center Software and Solutions • Key Benefits of Cloud Contact Center Solution • Critical Metrics to Consider When Measuring Your Customer Experience • 4 Reasons to Move to a Cloud Contact Center • Conclusion
Cloud Contact Center Software and Solutions • A Cloud Contact Center solution typically: integrates multiple communications channels into a single system so that agents can communicate with customers or clients by phone call, email or instant messaging, and maintain a consistent record of all communications regardless of the format. • Contact center solutions are a collection of functions, features, and services that help businesses accomplish their customer experience goals. • When it comes down to it, the main difference between call centers and contact centers is in the name. A call center lets customers call, while a contact center keeps you in contact through any customer service channel.
Key Benefits of Cloud Contact Center As the global cloud market continues to grow at a steady pace, cloud contact center solutions likewise remain a robust tool for delivering superior customer experiences. Indeed, a Forrester report predicts that the global cloud market will reach $146 billion this year and $236 billion by 2020. With the promise of greater scalability, improved efficiency, and lower costs to companies, cloud solutions are an ideal choice for businesses looking to optimize their customer service practices with maximum efficiency. Click Here To Know Key Benefits of Cloud Contact Center
Reduced Costs Greater Scalability Improve Productivity Benefits of Cloud Contact Center Enhanced Security Improve Agent Efficiency Superior Customer Experience
Critical Metrics to Consider When Measuring Your Customer Experience The CX landscape is constantly changing and evolving. To ensure you're adapting and meeting your ongoing ROI efforts, it’s critical you establish the appropriate metrics to determine a performance baseline. Optimizing your performance is dependent on obtaining rich data on what your customers want and how well your support works – accomplished with great efficiency and an even better return on investment. Here are several metrics to consider that are commonly used by mature CX companies to measure their Customer Experience effectiveness. • Customer Effort Score (CES) • Net Promoter Score (NPS) • Customer Satisfaction (CSAT) • Why Not Average Handle Time (AHT)? Reference by- https://pptsolutions.com/customer-experience-insights/critical-metrics-to-consider-when-measuring-your-customer-experience/
4 Reasons to Move to a Cloud Contact Center By now, your business has probably moved at least some of your technology stack into the cloud. Ninety-six percent of organizations used at least one cloud app or service in 2018 and 81% of large companies have a multi-cloud strategy. If you have a call center, your contact center may be the lifeblood of your business. Many operating call centers ask us if a cloud migration can offer significant cost savings and flexibility advantages and should they keep it in-house or move it to the cloud? With proper planning and the right Unified Communications as a Service (UCaaS) partnership, a cloud contact center can help improve your operations. We've worked with a lot of small companies that have been apprehensive about moving their call center to the cloud as they are concerned about losing connectivity or exposing their important customer and prospect information in a cloud environment. Click Here To Know 4 Reasons to Move to a Cloud Contact Center
Outsourced Maintenance & Upgrades Cloud contact center allows you to outsource the implementation, hosting, operations, and day-to-day maintenance requirements for your contact center to a single vendor. Outsourcing system maintenance will enable you to optimize internal IT resources while providing great technology to global contact center agents. • Easier & Better Remote Workforce Communication Cloud contact center solutions can allow your business to explore options for "homeshoring" or expanding the remote workforce to support more employees who clock in from home (or, at a minimum outside of the office). Cloud-based technologies minimize the costs of home-based agents and allow organizations to access a better talent pool of native English speakers at a lower cost with the flexibility to scale talent as call volume increases.
3. Always Up-To-Date Compliance With a premises-based contact center, it's common for businesses to handle compliance requirements internally. This means contact center agents have to balance required disclosures, scripts, and policies for safe data handling. Contact center management needs to work closely with compliance experts to understand how evolving legislative requirements should impact the workflow. 4. Free Up Your IT Team With Cloud Contact Center-as-a-Service (CCaaS), your IT team can gain new independence. Premises-based solutions can require intensive hardware and system maintenance and significant staff hours to maintain system performance. By fully outsourcing the system to a trusted vendor, you can reduce the burden on staff members and unlock increased productivity for the IT team. Reference by- https://www.atlantech.net/blog/6-reasons-to-move-to-a-cloud-contact-center-asap
Conclusion Transitioning from premises-based hardware and solutions to the cloud can deliver serious benefits, including flexibility, better cost structures, and outsourced maintenance. Cloud solutions can reduce the burden on your IT team, allowing your internal experts to focus on strategic initiatives and revenue growth.