Customer experience is key to the success of any business so delivering effortless experiences that exceed customer expectations should be your target. However, many contact centre or call centre solutions restrict the ability to do this as they don’t provide the capability you require, or force you to manage multiple systems and channels separately.
Today’s cloud solutions remove these headaches, so take a look at the following points to see whether now is the time for you to move forward.
1. Customer Satisfaction
The success of the internet followed by the success of smartphone technology means that consumers can now choose to contact businesses at any time and from anywhere. They also demand faster and simpler ways to engage with companies and resolve issues. Customers want to interact with your brand via their channel of choice and therefore you need to support that choice. Omni-Channel solutions allow you to support all your customers’ choices by communicating and interacting with them through a single view/interface.
2. Happy Staff, Happy Customer
Your staff can only perform at their best if they have the right tools to do their job. With the
right solution, your staff can work from anywhere whilst effortlessly moving between tasks and monitoring and managing the entire customer journey. Providing your staff with a single view of the customer journey whilst removing and automating low-value tasks will drive improvements in both performance and engagement whilst enhancing customer experience.
3. Implement at Speed
Historically, the delivery of new contact solutions was complex, lengthy and costly - but no more! Cloud-based solutions are ready to go and just need configuring to meet with your internal and external processes. Depending on the size and complexity of your business, your new cloud contact centre solution can be up and running in weeks/months and at a price
which compares to you current solution.
4. Don’t stand Still
Your solution needs to be flexible and configurable so that it can grow with you in terms of both functionality and capacity. A cloud solution lets you easily add and create integrations that serve your business and your customers today and tomorrow. The ability to add new functionality at the click of a button, and in many cases at no extra costs, will help you stand out from your competitors.
5. Security and Resilience
Your customers rely on you being there when they need you, and in a world where information is shared in milliseconds, there’s no time for downtime or kinks in security. A cloud solution protects your business and your customers from outages and breaches and allows you to work from anywhere, not just in an office.
6. Investments that Keep Giving
Just like your mobile phone, cloud solutions are continually updated with new features. This means your systems are updated regularly and without the downtime. Compare this to the costs and associated headaches that come with traditional ‘on-premise’ upgrades and new installations.
7. Concentrate on your Customers
Resources are your biggest costs so make sure you are utilising them cost-effectively by removing the complexities of multiple systems and processes. Give your staff the ability to handle different types of conversations simultaneously with tools like customer co-browse and screen share. If not, they’ll struggle to meet your customers’ needs and expectations.
8. Faster, Simpler...
...better and more efficient - that’s the era we are living in today and therefore business need to work smarter, not harder! If not, you lose your competitive edge and therefore your market share. Cloud contact centre solutions unify your communication and help bring your teams together allowing for effortless collaboration. It automates the forecasting and scheduling of your resource across channels to improving productivity and delivering against those SLAs.
9. Insights
If you don’t measure it, you can’t manage it! You need the data and need to use it. Real-time data provides critical insights to what is happening in the here and now, equipping your staff to quickly and easily act on it. Interactive dashboards and wallboards provide a consolidated view of customers, agents and interactions across all media types. And, with a cloud contact centre, you can access that information anytime and from anywhere.
10. Take Control
Lengthy timescales for simple change is no good for any business, especially those where response times matter. IVRs, queues and routing all need immediate action because delays are costly. Cloud solutions provide business with a simple and user-friendly interface that allows change to be delivered quickly.
11. Unify
Nothing frustrates your customers and staff than having to repeat themselves. Cloud eliminates silos and equips your staff with the information and tools they need to deliver the experience that your customers deserve and demand.
12. It’s not as Much as you Think
It’s not like it used to be with varied pricing models and contract terms which made upgrading your on-premise solution confusing and frustrating. With the cloud, there’s no need for long-term contracts or hidden, complex pricing structures. Migrating to a cloud contact centre simplifies all of that.