What is in your top ten list for setting your company apart from the competition? Do you have a pricing advantage? Do you offer something no one else in the market can provide? Or, can you extend service to the client base that stands apart from the competition? If you haven’t yet implemented the call center on demand, you may want to consider the potential benefits.

A recent Five9 (News - Alert) blog examined trends that are driving change within the contact center environment. This first post only covered one of those trends, but it could have the potential to have the most impact. This trend, technology, provides considerable opportunity for the organization seeking to set itself apart from the competition.

It’s easy, of course, to assume that technology has always played a role in the contact center space. While this is true, the way it’s applied today takes on a whole new role than it did just a few years ago. For instance, the call center on demand allows even the smallest company to create a large presence in the eyes of the customer. Whether the company supports one or 10 agents, the customer perceives the experience much like that of the giant competitor – as long as quality care is included.

How does this stand apart? For one thing, the call center on demand allows the company to easily add customer support capabilities without making significant financial investments. They don’t even have to add space if they want to use the work at home agent to fulfill customer requests. The call center on demand allows them to easily add the tools needed to provide customer support and the agent can work from any location, with the right direction.

Now that consumers have the opportunity to gain so much knowledge about the products or services they want to buy, they demand much more complexity when interacting with a live agent. As such, companies need to invest in quality training and education for any agent handling the customer call. With the call center on demand, this training is easily integrated into the online resources the agents already use to handle customer requests.

A higher level of quality care is top of mind for companies throughout the global marketplace. In fact, according to a 2013 Deloitte (News - Alert) survey of contact centers, 62 percent of participating organizations view the customer experience provided through the contact center channel as a competitive differentiator in the marketplace.

When you access the call center on demand, you can add agents and sales reps almost immediately, while also enjoying the ability to scale back as needed. It’s a clear competitive advantage when responding to the customer can make or break your ability to grow.