The Future of Contact Centers?
Contact center managers do not possess crystal balls, but the best ones frequently spend time gazing into the future. How is this business changing? What do we need to do to keep up with new technology and customer expectations?
The answer to both questions is the cloud.
While no one can say for certain what the future will bring, we already have several signs that point toward the challenges that contact centers may face.
The customer experience will naturally remain of paramount concern, but more and more we are finding that every customer has unique demands and needs. Most will still call if they wish to place an order or ask a question, but many prefer to access assistance through a different channel, such as online chat, social media or email.
Only the cloud provides the flexibility to address customer needs today and tomorrow. It’s not just having access to all of the capabilities that technology provides, it is doing so in a way that is secure and affordable, with the ability to upgrade and update automatically so the contact center is always running at optimal efficiency.
The majority of all online communication already happens in the cloud – email, chat, social media, Skype – which certainly suggests that a contact center that is not connected to the cloud is not on the fast track toward the future of this industry. No wonder cloud computing adoption rates are estimated to grow between 10-20% for the next few years.
The future is the cloud. If your contact center is not there yet, Monet Software is ready to help.
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