Call Center Scheduling Feature Article
February 21, 2012
Call Center Scheduling - Have You Considered the Cloud?
By Susan J. Campbell, TMCnet Contributing Editor
The idea of moving your call center scheduling activities to the cloud may seem like a daunting task, even with the promised benefits on the horizon. If your organization is struggling to make a business case for moving to the cloud, or simply need to weigh the pros and cons, compelling reasons do exist for making the move.
Here, thanks to a Monet Software blog, we’ll share a few key benefits cloud computing can deliver, especially for your call center scheduling needs. If you’re looking for more efficiency at a lower cost, this is one list to consider:
Low investment – cost is always the name of the game when making a technology change within the call center environment. You first need to get over the hurdle of your on-premise investment to justify a change. The move to call center scheduling in the cloud is easier when usage-based pricing fits within your budget.
Easy to use – you know your workforce will resist any technological change if it’s difficult to use. Call center scheduling in the cloud is designed to be easy to use to ensure fast adoption. Training is generally available, yet learning requires only minimal time.
Speedy Implementation – long and painful software implementations often made decision makers shy away from new projects. With consistently changing requirements and expectations, the cloud has offered a much more cost effective approach to what were once complicated implementations.
Latest versions – outdated technology can slow progress and hamper efficiency. When you leverage call center scheduling in the cloud, you always have the latest version as it’s constantly updated on the backend. You eliminate the downtime and cost associated with updates.
Maintenance free – if you can have all the call center scheduling capabilities you want, without the hassle of keeping your software, backups and servers up to date, why would you not consider moving to the cloud?
Virtual accessibility – technology advancements today allow the call center to eliminate the traditional call center in favor or a virtual deployment. Call centers scheduling in the cloud supports this trend, providing instant access to scheduling tools, regardless of time or location. This access can be configured for call center managers, or the entire staff.
The benefits found in call center scheduling in the cloud extend beyond this list. For the small business or large enterprise seeking a change in their approach to managing the workload, exploring options through a hosted provider may offer new opportunities for efficiency and productivity.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Amanda Ciccatelli