Executive Guide to Cloud – Based Contact Centers
By Donna Fluss
Contact centers are the primary customer touch point for companies of all sizes. Whether a contact center is a formal operating environment with as few as 50 or as many as 20,000 agents, or an informal one with 3 to 20 employees handling inside sales, appointment scheduling, reservations or technical support, it is the department that customers reach out to when they have a question, problem, or need to place an order. It is also the organization that reaches out to customers proactively, to build and enhance relationships.
Service is the most significant differentiator in today’s business world, where customers view most products and services as commodities. Customers have strong opinions about the importance of service, and do not hesitate to share them through a variety of solicited and unsolicited communication channels. Companies that do not listen to the voice of the customer (VoC) and do not address their customers’ needs risk losing business and revenue, as well as their reputation. Excellent customer service and support is no longer an option; it’s a strategic imperative.
All contact centers – inbound, outbound or blended – whether simple or highly sophisticated, use a blend of people, process and technology to identify and address customer needs and wants. This white paper explains the purpose, value and benefits of cloud-based contact centers, their core functional capabilities, standard architecture, and the key performance indicators (KPIs) required to manage them effectively.