Companies developing adaptable and omni-channel approaches to customer service are far better able to respond to customers quickly and effectively, building trust and resulting in more efficient interactions.
With customer satisfaction being the number one objective of contact centres globally, and quality metrics the most important indicators of contact centre performance, it is time to head for the cloud.
Today's cloud contact centre platforms provide companies with the flexibility and agility to accommodate future customer service preferences and channel behaviours. Recently, Ocular technologies' partner company, Aspect, highlighted five facts regarding contact centre technology, and why it is integral to the future of customer experience. These are:
The cloud is the new normal: today, 50% of companies are investing in cloud solutions and it is estimated that this will increase to 76% in two years' time.
Cloud improves customer satisfaction: 75% of cloud users confirm this and 36% say that customer satisfaction has increased significantly.
Cloud reduces costs: 86% of cloud users say that their technology management costs have decreased, with 69% saying that their cost-per-call has been reduced.
Cloud improves quality: 61% of cloud users say that their interaction quality has improved and 27% say that it has been considerably enhanced.
Cloud addresses real challenges: that is, a cloud contact centre solution addresses customer relationship management, interactive voice response and customer insights, which have been identified as the biggest solution priorities for contact centre professionals.
There is no doubt that southern African organisations should consider a cloud-based solution as an integral part of their customer experience management.
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