Cloud contact centers are the future of customer service success and the only way to create the ultimate customer experience.
Today, businesses have to meet ever-changing and constantly growing customer demands. Even more than good products or services, customers want quick, intuitive, and personalized experiences. To keep up with these requirements, businesses have to utilize cloud solutions for their contact center software.
Cloud contact center software is the only tool that allows contact centers to pivot and adapt their strategies to meet shifting customer satisfaction needs. The scalability and opportunity provided by cloud-based contact center software supports and empowers remote work capabilities, offering access to cost savings and increased growth. Additional features, such as data analytics and artificial intelligence, can further benefit both companies and their contact centers.
Before you can enjoy everything the cloud can offer your contact center, of course, you first have to know what you need to make the switch.
Building your remote-managed, cloud-based contact center
As with any decision regarding your customer service tools, you first need to ask the important question: “What hardware and software is required to remote manage a cloud-based contact center?”
For both inbound and outbound contact centers, your agents rely on the resources you provide for the work they do. The business systems you choose will determine the level of satisfaction you can achieve and the effectiveness of your customer journey management. You depend on your contact center agents for customer relationship management, so do your best to equip them for success.
What hardware does your contact center need?
All types of call centers — including virtual call centers, on-premises call centers, and inbound and outbound call centers — and contact centers use a basic set of tools. Though a cloud platform requires a significantly less amount of hardware than an on-premise solution, you still need some equipment for your remote contact center infrastructure.
Phones or Softphones
For all contact centers, and call centers in particular, handling customer interactions over the phone is a must. When connecting with customers over the phone, even if you use cloud call center software systems, your agents need a phone to make and receive reliable phone calls.
Physical phones, such as those used with traditional IP PBX phone systems, may work for some solutions, but softphones are usually the best option for a cloud call center or contact center, especially if you want to give agents the flexibility to work from home. These phones connect seamlessly with your software, ensuring high call quality and reliable connections for every interaction. We recommend giving agents additional training with these phones to guarantee proficiency, but their ease-of-use creates an easy transition.
In our digital age, every call center agent needs a computer or internet-connected device. When running a remote contact center, however, this tool is even more important. Your agents need the ability to take and make phone calls through their laptops, computer or mobile device.
A company-issued computer, phone, or tablet offers access to your contact center software and tools, keeping agents connected from anywhere.
Your devices also allow employees to connect and collaborate without needing to meet face-to-face. They can connect over video, live chat, and email to accomplish tasks efficiently, even across time zones.
When your entire contact center runs on the cloud, your contact center agents need the ability to connect to your tools and data from anywhere. When hiring or transitioning agents to work from home, check their home internet connection and speed. You won’t be able to improve customer engagement if their interactions are spotty or slowed by a poor internet connection. Instead, check and upgrade internet support as needed to maintain quality service.
Headsets are vital for agent comfort and efficiency. If your remote workers are making phone calls, provide functional microphone-enabled headsets to use for these interactions. The headsets you choose may vary depending on the devices your agent uses, so pay attention to the compatibility requirements. It’s also a good idea to have agents check the headsets before their first shift to avoid problems during customer interactions.