Three Steps You Should Take Before Switching To Cloud Contact Services
Regardless of industry, today’s customers are increasingly relying on their overall customer experience when it comes to selecting vendors or services. Contact centers are no exception.
The technology you choose for your contact centers will play a greater role in the success of your customer service as new channels of communication continue to develop. Whether you're already established and have an investment in hardware, or you're a company looking for ways to offer world class service, a virtual contact center offers outstanding benefits.
Cloud Contact Centers are changing the game when it comes to the way businesses communicate. They can:
- Improve the customer chain of communication
- Access detailed customer insights from every interaction
- Track all call activity and gather insights to accelerate sales efforts
- Effectively manage multiple channels of communication (SMS, chat, email, social media)
- Easily implement disaster recovery plans and emergency communication procedures
- Keep your IT department happy with no additional load on their hardware, network, or team
- Achieve superior customer and support services
While change can be scary, the benefits of Cloud Contact Centers are almost too good to pass by. Here, we’ll walk you through switching to the cloud, which will ultimately save you time, money, and resources.
EVALUATE AND COMPARE
Prior to considering all of your contact center options, conduct an assessment of your technology, resources, and processes to determine:
- What problems you are facing
- What new features and functions would be valuable
- What resources you have (agents, agent managers, IT staff)
From all-in-one solutions vs a-la-carte options to the cost savings when moving to the cloud, there are many things to consider. However, doing this due diligence ahead of time will allow your business to adequately find and compare potential vendors.
PLAN, STRATEGIZE, AND SET GOALS
When planning and goal setting, you need to ensure you keep an open mind, put aside your current business processes that may have been dictated by technology constraints. What was impossible becomes possible!
When switching from a hardware-based to a cloud-based solution you'll be presented with more choices, resources, and technology. You'll receive continuous upgrades and experience reduced pressure on your IT department as all administration and technical issues will be handled by your cloud provider. You'll be able to focus more on what you do best, and your users will be able to get new features and functions they need to improve the business. Take all of this into account when planning and setting goals.
CONTINUOUSLY ANALYZE AND MEASURE
Virtual solutions provide access to comprehensive on-demand reports, generally through a web interface, for all interactions. Customer insights and agent performance metrics are the keys to improving customer service. These insights help you measure results and drive decisions, whether or not a process is effective, or if a staffing model is working. Be sure to consider how to monitor and analyze your business with all these new capabilities.
When it comes to moving to the cloud, business leaders are already moving their computer infrastructure. Those same benefits are waiting through adopting a virtual contact center.
Want to learn more about hosted contact centers and how you can make the switch? Read our whitepaper on the subject!