Contact Center Digital Transformation: It Starts With Moving to the Cloud
The phrase “digital transformation” has been trending throughout corporate America for that past decade, and the contact center is no exception.
What is it exactly? You’ll find a lot of definitions online, but let’s keep it simple. We all know what transformation means – not just a change, but also a change for the better. Unsightly caterpillars transform into beautiful butterflies.
And ‘digital’? It refers to technology that brings people and practices together in a more efficient manner.
For the contact center, this means new business models that improve the customer experience, often by empowering the workforce that interacts with those customers.
A workforce optimization solution is helpful here, as it delivers such advantages as:
- Workforce management for more accurate forecasts, schedules and adherence
- Quality monitoring that includes call recording and screen capture
- Performance management for tracking of KPIs and real-time alerts
- Speech analytics and desktop analytics
But the first step in an effective digital transformation is the movement of all of these services into the cloud.
Why? Because technology evolves a lot faster than it used to, and it’s imperative for contact centers to keep up. New versions and new upgrades are no longer events that happen every year or every other year. With the cloud, updates happen automatically (and at no extra charge), so technology is always up to date without the repeated development and testing of new features from each vendor.
Cloud systems are also scalable, so it’s impossible to outgrow your technology solution as your business expands.
If you want to be part of the digital transformation revolution, there is no better place to start than by exploring cloud technology solutions, such as Monet Workforce Optimization.
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