While the precise value of positive customer interaction may be difficult to quantify, most business leaders believe customer interactions are the ultimate critical success factor. In fact, by 2020 analysts predict that customer experience will overtake price and product as the key brand differentiator. (Source: Walker). This surge in customer awareness comes at a time when building consumer and brand loyalty is harder than ever. This is in part because of growing customer demand and expectations, increased global competition, and the pervasive nature of social media.
To meet these challenges and build strong customer bonds, cloud contact centers have emerged as a mainstream alternative to traditional on-premise or outsourced contact centers. Most cloud-based contact centers include a web-accessible platform for managing and routing customer calls and interactions. Many also include omnichannel communication features like VoIP phones, chat, mobile, social, email, and text. From this platform, contact center managers can also fine-tune best practices by capturing key data about customers and contact center performance. Because the infrastructure is hosted in the cloud, contact centers can also be accessed from virtually anywhere, which means remote agents can be utilized, trained, and scaled quickly to support evolving customer experience initiatives. While the pros of cloud contact centers are many, when considering options, it’s important to acknowledge possible challenges as well.
While none of these challenges to cloud-based contact centers should be automatic showstoppers, it’s important that companies address each issue thoughtfully and with an open mind. Because let’s face it, there’s zero potential for revenue growth or sustainability without happy, brand-loyal, and positively vocal customers.
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