Call Center Management Featured Article
Why Now is the Right Time for Call Center Management to Consider the Cloud
The attention focused on the cloud continues to grow as the promise of lower costs and minimal platform management is appealing to companies throughout various industries. The call center space is one that has tossed the concept around, with many a brand launching cloud-based operations and others hanging on to in-house investments until the timing seems right to make the change.
As 2015 is looming, now may be the best time for call center management to consider the move to the cloud. Monet Software recently posted a blog on the topic as a refresher course for those considering the move. With the benefits the cloud promises, let’s take a few minutes to review these elements again as you’re planning for the new year.
The first and most obvious benefit for call center management moving to the cloud is the lowered cost. Cloud delivery is built on a subscription-based system that eliminates the need for large upfront costs and most licensing fees. Operating expenses are lowered and the money saved could easily be invested in others areas of the operation.
Scalability is another key factor bringing companies to the cloud, especially if they have a call center division. Companies can easily increase or decrease existing resources as demand changes. Tie this with flexibility and call centers can easily operate multiple locations, manage agents working from home and even outsourced options. If mobility is an important factor, the cloud makes it easier to tie into the current strategy.
There’s something to be said for moving the operation and management of the infrastructure away from the call center. Your IT department is no longer responsible for updates or upgrades, there are no patches to download or install on the network and hardware and software purchases are no longer a consideration. With so much of this management in the hands of the cloud provider, you free up resources for other purposes.
Finally, security is always one of those topics that draws much attention in the cloud space. Those who have made significant in-house investments and operate in an industry where security and privacy are regulated tend to want to shy away from the cloud. The good news is the cloud is safer than ever before as cloud providers have the resources necessary to invest in robust tools to protect information and users.
If you still haven’t made the move to the cloud for fear of making a change, lack of information or simply no strategy, now is the perfect time to start the investigation.