New Normal : Work From Home With A Cloud Call Center

Working from home has become a practice within the contact center space that will continue to divide spaces in 2020. Believe it or not, more call centers are facing increasing call volumes and issues. Now, your contact center must have a solid foundation for a work from home cloud solution that works for you and your team to address the technological needs and multi-site operations.

Do you know that 90% of global organizations were using on-premise solutions for their contact centers before Covid-19, with nearly 7 out of 10 customer service agents working from traditional contact centers and less than 10% from home?. Moving forward, they predict that 71% of contact centers will adjust to new working environments such as home offices. Are you ready to make Work From Home (WFH) work for your contact center? Let’s look at some of the benefits of moving to a cloud contact center.1. Empower agents with a modern-day cloud contact center solution

More contact centers are aware of the fact that a cloud contact center will offer flexibility for employees which are greater than an on-premise system. For beginners, the technology is browser-based so the agents can access the system wherever they are. Remote working is more beneficial to the employees as they are equipped with more flexibility over their working hours and home life which in turn delivers increased improvement in customer service as the remote agents strive to demonstrate their ability to work from home.

2. Monitor interaction analytics

With the right technology and cloud platform, you can safely manage calls, monitor interaction analytics and embrace the new working from home wave to discover new ways that enhance your customer experience and save on costs. Remote working in turn allows your contact center to widen the recruitment pool by looking for agents in other geographic locations and are not limited by the area proximity which your contact center resides in.

Managing remote agents in your contact center can be difficult, especially when it comes to measuring customer satisfaction. By keeping agents at home and healthy, you can increase agent’s knowledge, job satisfaction and your recruiting and retention potential. This is where technology can assist. Using analytics and data from end-points such as headsets, managers can measure and track if an agent’s background environment is too loud, if the agent can be heard plus who is talking and the number of calls.

3. Achieve long term cost savings with cloud solutions

Gartner places cost optimization as the top factor for businesses to migrate their operations to the cloud. A cloud contact center is flexible and scalable, presenting a pay-as-you-go model. This allows you to bring in more agents as needed, avoiding costly installation and proactively monitor your contact center in real-time. Moving to a cloud contact center means more flexibility in staffing, supplier management and business continuity arrangements which can amount to long-term cost savings. Cloud contact center technology means organizations are easily set up for remote working.

For multi-site operations, moving to the cloud offers the opportunity to have a single-cross-site management team with call routing and self-service controlled at a single point. This means management costs are reduced and processes held in the cloud will avoid issues which an on-premise call center solution can experience, such as work duplication across sites.

4. Flexible work schedule for your team

Moving to the cloud also means contact center can support a more volume-driven staffing schedule. For example, work from home agents can log on for short shifts when they are needed (based on how busy the contact center is) rather than the full eight hours which agents might normally work. Cloud contact center technology easily allows for the ability to scale agents up or down according to seasons. Right now, companies across the globe are practicing social distancing and keeping employees remote so our communities stay safe.

Lastly, a remote cloud solution means organisations can combine multiple suppliers into fewer, or even a single supplier to manage the contact center infrastructure. This reduces the time being spent on supplier management. On the business end, cloud-based call center software can boost the functionality of the contact center as a whole coupled with improved reliability and accessibility of local service. A cloud-based contact center empowers your employees to deliver the best possible customer experience, wherever your customers are and however they want to get in touch with you.

Ready to go cloud during this pandemic? For a comprehensive remote working solution, contact us now!

Source: https://www.callcentrehelper.com/benefits-cloud-contact-centre-161073.htm