When looking for exciting new trends, unique innovations or the latest areas driving demand, we don’t always look to the call center. This area of the company generally exists to serve the customer base and holds little excitement beyond this concept.

If the call center is your responsibility, however, you know that one trend is changing the way companies do business today: the cloud. More than just a buzzword, the cloud is changing the entire competitive landscape where customer care is concerned. Those companies that once had their hands tied when trying to compete against the market dominators now have access to the tools necessary to deliver the quality customer experience – without significant investments.

The call center on demand has provided companies with the agility they need to respond to market demands and meet the needs of the customer base in a whole new way. It also allowed the same brands to embrace new trends and introduce support for technology advancements not previously seen in this space. As such, companies are able to quickly respond to customer needs and keep pace with fast-changing trends. This was touched upon in a recent Customer Think post.

Mobility – customers do more on their phones today than they did on their PCs just a decade ago. We use our mobile devices to manage our schedules, keep in touch with friends and colleagues and access the corporate network. Whether the goal is to allow customers to complete all desired transactions through a mobile device or support the mobile employee regardless of location, the call center on demand provides the necessary platform to advance mobility.

Scalability – companies are more agile than ever before with the call center on demand. This type of deployment strategy means the customer service department can easily add more agents and more lines when demand spikes. Likewise, numbers can easily be cut in lower volume seasons with payments to providers reflecting use and not overall deployment investments.

Social Media – it’s clear that customers today want multiple options when interacting with their favorite brands, including social media channels. The call center on demand is already accessed through the web browser, making it a natural next step to integrate social media channels. As such, agents can easily manage those interactions to focus on positive outcomes.

Collaboration – the call center on demand also made it much easier to support those agents who work from home. Collaboration is a natural extension of a web-based tool, providing the right features and platform to allow fellow teammates to communicate, brainstorm and work together. It allows all vested parties to work toward a common goal.

The customer service division will never be without the need to invest in technology to support its mission. With the call center on demand, however, you can easily launch what you need, when you need it to accomplish your goals.