Elevating the Contact Centre with the Cloud

In the past, the contact centre has been viewed as a cost centre that was simply focused on resolving customer problems. However, with features like analytics, many brands have discovered that the contact centre is actually on the front lines of managing and cultivating customer relationships. In fact, customers will seek out brands that have a better customer experience. Most customers are even willing to pay more for something if they know that they’ll get better, more personalised customer service. So if brands think that the contact centre isn’t important, they’re wrong.

The contact centre has never been more important, and it is time for brands to look to the benefits of the cloud to get contact centres the right tools to deliver the right experience. The Calabrio ONE cloud platform gives contact centres:

Scalability to Accommodate Demand

Many contact centres, particularly in seasonal industries, need an influx of agents during certain times of the year. For example, retail brands need extra help for the holidays and travel companies need extra agents on hand to handle added volume during the busy summertime season. While these contact centres operate on a larger scale during specific periods, for the majority of the year, many are smaller departments that often struggle to justify the need for enterprise software. With the Calabrio ONE cloud platform, contact centres can scale quickly and easily, without sacrificing technology. Every contact centre, regardless of size, has access to the same platform. Since the cloud offers such a flexible delivery model, contact centres can scale to accommodate demand, so they can offer a great customer experience while bucking the cost centre stigma.

Insights Anytime and Anywhere

Most people know that I’m a data guy and, at least when it comes to customer experience, I think that data is the compass brands need in order to navigate their way to success. Calabrio’s comprehensive contact centre analytics technology gives brands unparalleled insight into what customers want. Customers are saying what they want, what they don’t, and telling companies what they should change. It’s important that brands incorporate that information into future strategies. With Calabrio ONE now available the cloud, those insights are even easier to get to without the IT investment. Speech-to-text transcription takes quite a bit of computing power, but in the cloud this computing power is no longer your responsibility.

Agent Flexibility

If I were to ask someone to visualise the inside of a contact centre, that person would likely describe rows of cubicles and robot-like agents reading from scripts. In the past, that was partially true, but the cloud is giving agents a new level of flexibility. Calabrio ONE in the cloud can be accessed by agents from any location, allowing agents to work remotely, in a way that best suits their needs. Here you can read our complete guide on how to manage workforce remotely. With this newfound freedom and flexibility, brands can engage agents and create a better agent experience by giving them the advantages that are often offered to other departments. When agents are more engaged, they are more likely to create better relationships with customers.

As brands strive to adapt nimbler strategies and tactics to ensure a positive customer experience, it places increased importance on the contact centre. As customer loyalty increases and brands better the customer experience, the contact centre will take its rightful place as a hub of customer engagement.

The cloud is here, and it is changing the contact centre. To find out why, download the 2016 CCIQ Cloud Report.

Matt Matsui

Matt Matsui, Chief Product Officer, oversees Calabrio’s companywide product efforts. Matt joined Calabrio with more than 25 years of experience leading product and marketing organizations for a broad range of companies, including ACNielsen, Cognos, Andersen Consulting, and numerous early-stage analytics firms. Through this experience, Matt developed a keen sense for growing markets with a heavy emphasis on big data, AI/ML, and applied analytics. Matt’s proficiency is bringing to market scalable and flexible enterprise SaaS solutions that leverage the power of analytics in simple and powerful ways. He holds undergraduate degrees from the University of Maryland, a master’s degree from Northwestern University, and a master’s degree in Applied Psychology from the University of Southern California.