Let’s face it – the pressure on your company to become more agile and provide better service is getting greater and greater.
This is because your customers’ expectations and demands have changed.
The contact centre is at the heart of many customer care operations. It is the bustling centre of communications and customer service. Most of your customers will end up contacting your organisation through one of these centres.
As customers’ habits are changing, so are your colleagues’. Striving for better work-life balance, staff want to work when and where it suits them, not as it suits your organisation.
The cloud is the answer as it can bring the office to your employees and let customers choose when, how and where they want to contact you; day and night.
Cloud contact centre adoption trends
Cloud-based contact centres are getting increasingly popular. Why? Because over the last few years they have become more reliable, flexible and customisable. They provide firms with more than just the means to cut back on spending.
According to research by analyst firm Ovum, the number of agents using cloud contact centre technology is set to grow to over 1.5 million by 2018 – up from 961,000 in 2015.
How can the cloud make my contact centre more flexible for customers and staff?
• It’s scalable
• It can help make staffing more adaptable
• It can help you make the move from multi-channel to omnichannel