BPA Featured Article

If You're Not Fully Integrated in the Cloud, You're Not Efficient

By Susan J. Campbell, TMCnet Contributing Editor
August 30, 2016

The biggest impact you can make in the call center environment is to improve processes, streamline communications, invest in technology, leverage 3rd party remote call monitoring or any of the above. The biggest impact really depends on the company and the industry, but there is something you can do today to truly see improvements in the way you do business.

A recent Beta News report highlighted the importance of cloud-based technology. A number of companies in a variety of industries have embraced this new way of storing data across various fields of IT. In the call center industry, customer service is being transformed by cloud-based call center solutions. At the same time, companies are becoming more efficient while also competing more aggressively with their larger competitors.

While these benefits certainly support the argument in favor of cloud-based call center solutions, there’s also room to consider the potential to drive long-term impact when integrated with other platforms. 

If you’re operating in an industry where compliance is a key focus, you have to be able to easily access any of the calls that may not meet with current compliance guidelines. With 3rd party remote call monitoring you also have speech analytics  and more easily have access to information from calls.

Such an approach also streamlines activities for your agents, regardless of their location. When using remote or branch-located individuals, it can be harder to ensure that all calls are properly recorded. When the platforms are seamlessly integrated and accessible from the cloud, you not only gain the insights you need into your calls, you can also allow agents to work from anywhere, driving a more efficient operation overall.

Finally, don’t forget the importance of the customer interaction. While this is measured in a number of different ways, the most important measurement is that of the customer base. If they aren’t doing business with you on a regular basis, have you made it too difficult to do business with you? Are you failing to service the customer after the sale? 

At the end of the day, it doesn’t really matter if your solutions are cloud-based or on-premise. What matters is that you’ve made a commitment to monitoring performance so that every interaction is a good interaction. 

Edited by Alicia Young


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