Klaas van der Leest, Managing Director, Intelecom UK Ltd, explains how CCaaS (Contact Centre as a Service) can support the ups and downs of a seasonal business.
Businesses with seasonal peaks and troughs in demand need to prepare for a potential increase or decrease in the number of enquiries into the contact centre.
However, with the advent of cloud-based technology, creating a highly flexible and agile contact centre to support changes in demand and a seasonal business is now easier than ever before.
Here are six benefits of using CCaaS to tackle those tricky seasonal periods whenever they may be:
1) Location Independence
The latest cloud-based contact centres are no longer hindered by the constraints of traditional premise-based technology such as the number of lines coming into the building. Today’s CCaaS deployments are totally location, software and hardware independent meaning callers never receive an engaged tone due to increased capacity and are presented to the first available agent. What is more, agents and administrators have the freedom to log-on from any location using a simple phone line and Internet connection. This means that organisations can ramp up resource as and when required. Multiple departments and additional sites can be linked to handle overflow calls when the contact centre is busy. Plus homeworkers can be scheduled to help out as needed, allowing for work/life balance during long school holidays.
2) Flexibility, Scalability and Business Agility
Seasonal business contact centres need to scale, grow (or contract) to cost effectively react to market changes. Cloud-based contact centres offer a building block approach which means additional functionality can be turned on as and when required. New agents can also be added instantly without the need for additional licenses or the renegotiation of contract terms providing the perfect solution for seasonal peaks in demand and during holiday periods.
3) Maximising Talent and Human Resources
No longer restricted by a physical location, organisations using CCaaS can look further afield to attract the best people for their contact centres. Geographic boundaries are removed and special talents such as different language skills can be sourced where they are most apparent (for example the pool of native Welsh speakers is highest in Wales but the contact centre could be based in London). This capability is ideal for organisations offering specialist seasonal holidays or events in different regions.
4) Easier Home Working
It’s every contact centre manager’s dream to have flexible schedules which mean agents are available to answer customer calls at periods of high demand but are not sitting around waiting for calls at other times. This can be difficult to achieve with on-site operations, it makes perfect sense to make the most of home-workers who can simply log on and off as required, even doing multiple shorter shifts in a single day and potentially reducing overtime payments along the way. At the same time, employee satisfaction is known to increase when flexibility is offered.
5) No Need for Onsite IT people
Modern cloud-based contact centre solutions can stand alone or sit on top of existing infrastructure removing the need to replace equipment and helping to rationalise and even consolidate technology. What is more, because ongoing maintenance, upgrades and software roll-outs can be administered in the cloud, there is no need to have a large in-house IT department on call 24 hours a day or be concerned about the lack of holiday cover.
6) Save Money - No Upfront Capital Investment and Pay As You Go Pricing
Last but by no means least, with CCaaS there is no heavy upfront capital expenditure investment. The CCaaS Pay As You Go pricing model means organisations are only charged for the resource and/or service used on a monthly basis this is of particular advantage to seasonal businesses.
Maximising the potential of cloud-based contact centre solutions guarantees organisations are best placed to respond rapidly to fluctuating seasonal business patterns, nimbly and cost-effectively. It’s time to relax, chill out and enjoy a care-free summer with CCaaS technology.
About Puzzel:
Puzzel (formerly Intelecom) builds on 20 years’ heritage. It was one of the first pioneers to develop a cloud-based contact centre. Puzzel also encompasses leading mobile messaging and mobile payments to deliver a flexible and customisable customer interaction platform to meet the needs of today’s omni-channel and mobile environments. Headquartered in Oslo, Norway, Puzzel employs over 130 people who are all passionate about delivering innovative customer interaction solutions for contact centres and mobile environments.
Published: Wednesday, March 11, 2015
| 1.) |  CardBoard CardBoard: Real-time data, shows the most important KPI’s in your Contact Center. Built for data | Designed for business | Empowers teams |
| 6.) |  CallFinder speech analytics CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience. With CallFinder, you get… 100% visibility into agent-customer interactions 100% monitoring of interactions, up from only 5-10% Scalability of QA reviews with the same size QA team CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic... (read more) |
| 7.) |  CCube for Business Intelligence CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect... (read more) |
| 8.) |  Consilium UniInsight™ The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and op... (read more) |
| 10.) |  Daisee Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better. Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-... (read more) |
| 11.) |  DialogAnalytics™ Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more. AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away. With DialogAnalytics, you can get a... (read more) |
| 12.) |  eGain Analytics eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively. 1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement. 2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications. 3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications. 4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre... (read more) |
| 16.) |  MiaRec Voice Analytics A powerful new addition to our Customer Engagement Suite, MiaRec Voice Analytics provides a complete quality management solution that records, monitors, organizes, and scores your customer interactions. MiaRec Voice Analytics humanizes your data, empowering you to make real decisions about your customer service operation. Unlock the needs, wants, and concerns of your customer base while upskilling your staff, identifying service gaps, and tackling compliance. Our Voice Analytics solution produces a detailed picture of your call center, highlights the topics you want to see, and helps you get ahead of disputes, reverse churn, and seize emerging business opportunities. With a fast and low l... (read more)  |
| 18.) |  VIEW With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack. Features: *OpsTel VIEW™ tracks down unused stale profile licenses and provides clients with detailed audits explaining their location, current and historical status *Comprehensive audit across the enterprise, it only takes 10 minute *Provides a view in to the data accuracy of agent profiles across multiple applications *Drastically speeds up audit and validation processes *Validates actions to implement for profile data integrity issues across multiple applications *Can also assist in ensuring access level compliance... (read more) |
| 19.) |  CXi - Customer Experience Insights Pointel CXi, the IVR analytics platform, maps the entire customer journey and analyzes calls end-to-end to turn data into actionable insights. Centralized reporting is essential for seamless customer journeys, as it is critical to know where calls are transferred or abandoned. CXi generates multiple reports on IVR performance, the Customer-IVR interactions, and sticking points in the IVR that cause customers to struggle. CXi’s IVR Analytics platform provides a comprehensive understanding of customer engagement. Pointel Customer Experience Insights (CXi) delivers actionable information that enables businesses to reduce customer effort, operational costs and increase contact center effi... (read more)  |
LOGIN WITH YOUR CONTACTCENTERWORLD.COM ACCOUNT
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall