Is your Hosted Workforce Management Vendor a “Cloud-Pretender”?
When is a cloud not a cloud? That’s the question many contact centers, as well as other types of businesses, now face as they prepare to switch to cloud-based technology. They have been told that a cloud solution is easier, lowers upfront costs, and increases productivity. All of which is true. Unfortunately, some providers are now trying to jump on the cloud bandwagon with a solution that delivers all of the costs and none of the benefits. You might say it’s a cloudy situation.
Cloud computing is not a term easily defined, but the differences between a “cloud pretender” and the genuine article become apparent when comparing relative features and costs. Some of the attributes that should be standard with a cloud-based platform include virtualized scalability, the ability to instantly self-provision and auto-provision resources, a shared infrastructure and easy, automated upgrades. And since one of the objectives of choosing a cloud-based platform is lowering costs, the call center should not be hit with bills for upgrades, maintenance and additional server capacity when making the switch.
While it would seem the differences would be obvious, many companies have selected cloud solutions only to find themselves in a fake cloud situation that lacks the benefits of the real thing. Over the next few years call centers will recognize their error and make the transition from simple virtualization of client-server software to a genuine cloud-based solution. If you are considering cloud computing in your call center, you can maximize the benefits derived from it by choosing a trusted, reputable provider and getting the right system in place, the first time. Get this whitepaper “What is cloud-based Workforce Management” to learn more about the “true” cloud.
Workforce Management: Big Benefits for Small Contact Centers
Where is it written that only contact centers with 100 agents or more can benefit from a workforce management solution?
Confidence: The Overlooked (But Vital) Agent Trait
What qualities do you look for when interviewing potential contact center agents? Certainly, experience is important, but as this is