Visions of floating on a cloud often spark feelings of relaxation, peace and even paradise. The visual has often been used in marketing and advertising materials to convey this very thing, even though the cloud in the business world has taken on a whole new meaning. Is it possible then that the new concept of the cloud could still create happier employees?

A recent CallFire blog suggests as much, stressing that happy agents help to create happy customers. Why? Happy customers are bound to make fewer calls as they have fewer complaints. This makes for happy agents, who in return are more willing to create satisfying interactions for the customer. If you can’t already tell – it’s a cycle.

Such a cycle suggests that the hosted contact center should be the go-to strategy for every customer service department. But does that mean that happy agents don’t exist within the in-house contact center, or are there elements of the hosted contact center that don’t exist in-house? Let’s dig into the topic a little further to gain a better understanding.

In essence, CallFire suggests that happy employees have identified a proven method for overcoming fatigue and depression, have more sleep to generate more productivity; have shorter commutes; spend more time with family and friends; and take regular vacations. While some of these activities can still be a priority even in the typical 8-5 work environment, the pressures of the job can quickly outweigh the desire for the little things. The hosted contact center may offer a better way.

With the hosted approach, the contact center has the ability to increase customer and agent satisfaction with at-home agents, and ultimately grow the business. At-home agents, for instance, do not have a commute, reduce the energy consumption at the office, can better balance work and life responsibilities and focus dedicated time to satisfying customers on the call.

While it’s easy to assume that agents working from home would be distracted or not as productive, yet the at-home agent able to handle tasks in a calm environment is likely to produce better than one fighting against the noise of 80 other agents in-house. At-home agents also tend to be more loyal to their employers, keeping turnover low. Technology available with the hosted contact center makes it easy to manage agents remotely, and quality monitoring solutions are effective regardless of the agent’s location.

If happier agents could produce better outcomes for your customers, it might be time to consider the hosted contact center. While agents won’t be taking calls while floating on a cloud, their level of satisfaction with their job may generate the same feelings of elation. When that translates to better performance and a healthier bottom line, it’s worth the change.