The customer contact center – it is a necessary division within your company as you and other key decision makers readily understand the important role customer service plays in revenue, profits and customer loyalty. At the same time, you also understand that streamlining your costs in this division can benefit everyone in the company – even the customer base if cost savings can be passed along to them. Have you taken the time to consider the potential of the virtual contact center and what it could do for your overall strategy and your bottom line?

Cloud-Based Customer Contact Center – Eliminate the Real Estate

For a number of years, the customer contact center has been a traditional brick-and-mortar operation, keeping all customer contact center agents in one location so their performance could be monitored and all customer interactions could be effectively managed in one place. A number of companies are finding that this traditional approach to the customer contact center is not the only approach that can benefit the company. In fact, a number of companies have found that eliminating the brick-and-mortar building eliminates much of the real estate cost. This allows the division to focus on caring for the customer, not keeping the building up to date.

Drive Success in the Customer Contact Center by Expanding the Labor Pool

The traditional customer contact center had a handicap – its human resource manager and other hiring managers had to rely on the local available labor tool from which to pull qualified candidates to fill important customer contact center roles. Depending upon the available talent within that region, the customer contact center was either a success or a failure. With the cloud-based center, the talent pool expands throughout the globe, allowing the hiring manager to focus on qualifications and talents, and not geographic location.

The Customer Contact Center Eliminates the Hardware

When you move your call center to the cloud, you have the opportunity to remove much of the hardware that was traditionally necessary to support the efforts of the center. Such a move allows your customer contact center to leverage a PC, a phone and an Internet connection to fulfill all of your required tasks. All other transactions, interactions and operations are performed through cloud-based applications. An Internet connect ensures agents have access to all pertinent information to properly serve the customer. Supervisors can still monitor and manage effectively through specific software applications that provide complete visibility across all customer contact center agents.

Start the Customer Contact Center Migration

The customer contact center is a great first-start to making the migration to the cloud. Your company can easily “test the waters” to determine if this platform is the right place to be to drive effective communications and customer support. The migration can include half or all of the customer contact center, allowing you to manage the migration, manage the change and measure the success of the process each step of the way.

There is no hard and fast rule that every customer contact center is most successful with operations in the cloud. But, with so many promises of measureable benefits, this is one platform that is certainly worth the investigation and even a solid try.