While they may seem outdated, contact centers are still a mainstay for organizations delivering high-quality customer service. The call center represents the hub of a modern omnichannel marketing strategy. Even with all the other options out there – email, chat, social media, etc. – a majority of consumers still prefer picking up the phone when they need service. Delivering an exceptional customer experience through a call center means that agents have the support, training, and technology they need to resolve problems, answer questions, and build genuine connections with customers. To make more meaningful connections with customers, organizations are making the contact center a top priority. The PWC 2020 report found that the number of companies investing in the omnichannel experience has jumped from 20% to more than 80%.
For many businesses, however, contact centers have a long way to go to meet these goals. Legacy contact center systems are too inefficient and costly to meet the demands of today’s savvy customers. In an era when improving your customers’ experience is the key to increasing retention and driving revenue, it’s time we re-evaluate the cost and operational efficiency of traditional call centers.
Thanks to cloud computing, contact centers are getting revamped to meet today’s digital economy demands. Bringing contact centers to the cloud allows companies to experience added flexibility, increased productivity, advanced call center features, better use of data analytics, and improved security. Not only that, but cloud-based contact center models are also more cost-efficient and empower users to be more ‘in control’ of their call center programs, opening up opportunities to deliver better user experiences. For these reasons, small and medium-sized (SMBs) businesses, in particular, can benefit from cloud contact centers. Let’s look at some of the most significant benefits of a cloud-based call center model.
The right contact center strategy and the program can differentiate between meeting customer expectations or missing the mark entirely. Moving contact centers to the cloud allows organizations to zero-in on delivering innovative customer service and improve how businesses interact with customers at multiple levels. Taking these steps can increase lead conversion and establish repeat business. Cloud contact center solutions can also help organizations meet customers’ rising expectations rather than merely focusing on maintenance and maintaining the status quo associated with traditional contact centers.