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.
Successful businesses invest in contact center technology that enables them to be efficient in their provision of customer service. Increasingly, this means moving their contact centers to the cloud. In this article, we’re exploring the data behind this movement.
How busy are your customer service or sales representatives? When you look out across the office floor, do you see every one of your employees talking into their headset? Engaged employees are a great way to ensure engaged customers. The more people learn about your business, the more they want to connect in every way possible: Email. Chat. Social Media. Self-service. Phone. The danger is, if you’re not careful, you can lose potential customers who might get lost along the way. If their calls go straight to voicemail or, worse, they find no way to connect on their channel of choice, they may get frustrated and find someone else to work with.
If your customers are frustrated with getting in contact with you, it may be time to invest in the swift way of communications–the cloud contact center. Give every customer the chance to connect the way they want to by bringing all of your communications together through a single web-based interface. With a solution that integrates both communications and customer data, like Jamisi Cloud Communications, you’ll not only improve employee productivity but drive your competitive advantage by delivering stellar experiences with every contact.
Below are some points to prove that you need a Cloud Contact Center
1. Customer Information Is Lost Across Different Channels
If your support team must access multiple applications and databases to resolve issues, agents may find it difficult to keep track of their customers’ information and inquiries across different channels. Without customer profile integration, reps are often left in the dark about a customer’s questions and preferences, which results in more drawn-out, unprofessional experiences. That, in turn, leads to increased frustration and decreased customer satisfaction.
A cloud contact center enables you to integrate your CRM, so agents have ready access to essential customer information directly from their communications tools. Using native dialing, call-detail reporting and contact information retrieval as part of their customer service workflow, agents will not only know who is calling, but why they’re calling.
This single resource becomes even more powerful when combined with advanced routing capabilities. Calls, chat messages, emails and faxes can be directed to the agent best-suited to meet each individual customer’s unique demands.
2. You Need To Keep Ahead Of The Competition
Another good problem to have: Success breeds competition. To maintain an advantage, you’ve got to put the customer first and invest in innovative solutions. A cloud contact center helps you do both. Cloud solutions have only been implemented in 50 percent of mid-sized contact centers worldwide, according to an IDC survey. At the same time, more than 70 percent of the organizations implementing cloud-based applications have benefited from an improved customer experience. By investing early, you can stay ahead of the competition.
That’s another reason why your business needs a solution that offers faster, easier ways for customers to connect and get answers. With options like self-service, click-to-call-back and web chat integrated into its phone system, your contact center team has all the tools necessary to amaze your clientele.
3. You Spend Too Much Time Managing Technology
Your IT team is responsible for making your business work seamlessly across multiple processes. But when it spends more time managing multiple disconnected applications, it loses focus on the strategic initiatives that drive growth.
With a cloud contact center that works straight out of the box, IT teams can take advantage of pre-built integrations and open APIs to customize your contact center to your company’s unique needs. They can stop troubleshooting problems and spend way less time setting up, and start concentrating on adapting and scaling your operations as the business grows. Rather than lose time adding users or retrofitting tools to handle modern communications needs, they can focus on high-value projects. And with a solution that’s achieved high standards and certifications for security and compliance, they don’t have to lose sleep over keeping the system safe.
4. Your Agents Need To Connect Quickly With Colleagues
That brings us to another challenge: What happens when agents need the expertise of a subject matter expert to resolve an urgent customer issue? Today’s employees are mobile and often away from their desks, but the faster agents can connect with the right colleague, the happier they’ll make customers.
Cloud contact centers enable teams to become more productive and collaborative. Desktop and mobile flexibility allow them to stay in touch even when they’re on the go. They can jump on an impromptu video conference or field instant messages regarding a customer inquiry. This kind of prompt collaboration leads to more customer issues being resolved on the first contact.
5. Your Business Is Growing – Fast
As you expand your customer base and deepen its loyalty, your business will face a welcome problem: growth. Not to worry. A cloud contact center, like Jamisi Cloud Communications, scales easily, allowing you to add new agents without disrupting workflows or requiring IT help.
What’s more, a single, intuitive application makes training painless, so your agents will be ready to reach customers across multiple channels more quickly than ever.
6. Your Customers Expect To Be Wowed
As your business grows, the pressure to wow customers and outpace competitors will require agility and responsiveness. With a cloud contact center, you’ll increase agent productivity, streamline communications and truly impress every customer.
Finally, Loyal customers are the heart of every successful business. But in today’s highly competitive market, great products and services aren’t enough to earn that loyalty. Customers expect engagement and high-quality interactions in their channels of choice, and they’re more likely to stick with companies that exceed their expectations over and over. It’s no wonder that more than 80 percent of businesses say they expect to compete mainly on customer experience, according to a survey of marketing leaders.