Cloud-Based Contact Centers: Driving Customer Satisfaction and ROI

Posted by Linda Caudle

10/14/13 10:27 AM


In today’s economy, businesses are being forced to do more with less. For contact centers this means finding new ways to address increasing customer demands without burning a hole through the wallet, which is often easier said than done. As a result, more and more contact centers are turning to the cloud.

In fact, 34 percent of recently surveyed businesses currently use a cloud-based contact center, according to an Arberdeen Group survey of 487 contact center executives. Moreover, 28 percent or organizations indicated plans to deploy a similar infrastructure in 2013.

While deploying a contact center in the cloud has its benefits, one of the chief advantages that is often overlooked is its impact on customer satisfaction, which is the real source of ROI. After all, it’s more expensive to attract a new customer than an old one and the majority of a business’ revenue comes from existing customers.

So how does a cloud-based contact center increase customer satisfaction and drive ROI?

  • Reduces downtime: When downtime occurs it can result in abandoned contacts and lost business. However in a cloud-based contact center, downtime is significantly reduced, which means your customer inquiries don’t go unaddressed.

  • Increases scalability: Customer traffic is a major challenge for contact centers. Scalability helps address this pain point by providing the adequate computing resources required to handle fluctuating traffic volumes. In so doing, your company takes critical steps toward making sure no calls are lost and reducing customer churn.

  • Better access to data and reports: Cloud-based contact centers are 80 percent more likely than traditional contact centers to generate reports that provide insight into specific activities, according to the study above. With access to customized reports, managers are able to forecast future demands, assess agent performance, and identify inefficiencies. Moreover, they are able to use this data to create customizable coaching and training programs.
  • Better integration: Cloud-based contact centers are 27 percent more likely to integrate with CRM systems, giving agents a more unified view of customer data and access to critical information needed to better serve customers.

Topics: cloud-based contact center

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