We typically hear about cloud computing benefits related to cost savings, flexibility and scalability. While those are certainly great reasons to migrate to the cloud, there are more benefits that are not quite as obvious and can only be attained if the technology is used effectively. New Aberdeen research from the November 2015 report “STATE OF THE CLOUD CONTACT CENTER 2016: RAISING THE BAR FOR HAPPIER CUSTOMERS” finds that cloud benefits also include higher customer satisfaction and improved agent engagement.
I invite you to read the full report to understand the complete extent of Aberdeen’s research but I did want to share Aberdeen’s findings for how organizations can prepare for the shift to the cloud so that they get the full benefits of the cloud technology.
- Prepare for omni-channel interaction capabilities. Leading cloud contact centers have established a single view of the customer that can be accessed by any customer-facing group in the organization. Once this is in place, the information about the customer including interaction details can be used to determine the best channel to continue the conversation.
- Give agents the appropriate tools. Leading contact centers invest in workforce technology that makes it easy for agents to serve customers by having a sufficiently staffed contact center, giving agents access to information through a centralized database and presenting all relevant information on a single desktop so the agent doesn’t have to spend time switching back and forth between systems.
- Implement customized reporting and analytics. Leading contact centers understand that access to historical reports helps fix past problems and real-time reporting capabilities enable them to catch issues as they arise. Aberdeen did not include a list of what metrics to track as leading companies measure what is important for their own business success as most organizations have unique needs and priorities.
- Have a disaster recovery plan. This almost seems like a no-brainer but it is worth mentioning. Leading organizations make plans to cover even the worst possible situations so that they can have the best-possible outcomes in any scenario.
What we’ve listed above are just the starting points for preparing your contact center to migrate to the cloud. You may even uncover your own unexpected benefits after migrating to the cloud.
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