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How Cloud Migration Improves Customer Experience - SelectVoiceCom - ContactCenterWorld.com Blog

How Cloud Migration Improves Customer Experience

Cloud computing has had a tremendous impact on multiple industries for the past several years, even more so on call centers.

Taking into account the range of advantages enjoyed by cloud-based call centers, it’s to be expected.

The best part about this trend is that it not only benefits contact centers, it also makes life much easier for the customers they serve.

Here are the reasons why cloud migration will largely benefit customer experience in your call center.

1. Decreases customer waiting time

Thanks to the massive improvement in scalability and versatility offered by hosted platforms, agents are able to connect through PSTN or VoIP using any device of their choice.

In the same vein, team leaders and managers are also able to monitor the activity of their agents in real time.

In addition, cloud routing also allows for seamless communication between departments, resulting to a significant upgrade in call center capacity and better management of inbound call traffic.

2. Better disaster recovery

Cloud computing gives every cloud-based contact center an edge in disaster recovery, owing to how data is transferred without the need to reload each component from each server.

Unlike traditional computing where servers need to be loaded before data can be recovered, cloud computing makes disaster recovery less costly on account of faster recovery times.

3. Improved payment security

Call centers who have made a move to cloud computing are providing customers enhanced payment security courtesy of multi-layer protection systems being offered by cloud-based solutions.

Much of the added security is on account of the fact that data is secure while it is in transit or while it’s at rest in the cloud servers.

With the public’s growing awareness of the enhanced security provided by cloud-based systems, customers are bound to feel more secure in making financial transactions with call centers who are utilizing cloud-based solutions.

4. Customers’ data are safer in the cloud

There are numerous debates on the matter of security when it comes to cloud computing, but the general consensus states that yes, clouds are more secure than conventional IT systems.

A big part of what makes the cloud secure is how it stores information in an encrypted form, which would need to be cracked before an intruder can get access to it.

Moreover, users are also offered more flexibility to shore up their data’s security on top of what’s available in the systems they’re using.

5. New features aplenty

Since cloud-based solutions allow for better flexibility, scalability, and transparency, call centers are able to prioritize customer experience more.

Call centers that move to the cloud are better able to leverage their IT infrastructure, giving them more wiggle room to add more features and allowing them to provide superior customer service at lower costs.

Conclusion:

Cloud computing will only grow in the years to come, and it’s just as well, considering the plethora of benefits on providers and consumers alike.

As customer expectations continue to rise in a congested market, you’d do well to give yourself the competitive advantage that cloud computing can readily provide.

Source: https://selectvoicecom.com.au/how-cloud-migration-improves-customer-experience/

Publish Date: January 31, 2018 5:00 AM


2021 Buyers Guide Recruitment Products/Services

 
1.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

2.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

3.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!

4.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

5.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

6.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 



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