Happy New Year! Amidst the avalanche of content you’ve likely received about fresh starts, goal setting, and annual strategy planning, let’s focus on something practical and actionable for call center leaders. How about a tool that can help you clear the cobwebs and set your call center operations on the right path? A simple way to gauge if you’re ready for a call center upgrade? You’re in luck. We’ve developed a handy checklist to help you determine if it’s time for a call center facelift, simplifying what can often be a complex decision.
Whether you’re a small business with a few lines, considering the leap to a fully operational contact center, or an enterprise looking to transition from an on-premise solution to a cloud-based contact center, we’ve got you covered. A robust cloud contact center solution can address and resolve a multitude of issues you might be facing, regardless of your company’s size, industry, or environment.
What are the primary advantages of a cloud-based contact center?
In simple terms, a cloud-based contact center harnesses the advantages of cloud technology to offer a more adaptable, scalable, and cost-efficient solution for managing customer care and support inquiries. Unlike on-premise solutions, which are constrained by physical space and complex hardware setups, cloud contact centers can be accessed from virtually anywhere, are straightforward to set up and update, and offer a broader range of channels for engaging with customers. They can also seamlessly integrate with essential apps and communication platforms, creating a unified experience for both employees and customers.
The recent shift towards more flexible and hybrid work models, coupled with advancements in generative AI (GenAI), has made implementing an AI-powered cloud contact center an essential step as we enter what could be termed a new era of work.
How do you determine if a cloud contact center is right for you?
Cloud-based contact center solutions vary in features and capabilities, so it’s essential to assess your needs before diving into research. To help with this, we’ve created a tool to evaluate your current system. Completing this checklist can not only help you decide if an upgrade is necessary but also identify your specific requirements.
Call Center Upgrade Checklist
It’s straightforward: the more boxes you tick, the more likely an AI-powered cloud contact center platform can assist you.
Agent Experience
- Remote/hybrid agents lack access to necessary tools or systems for success.
- Remote/hybrid agents feel disconnected from their teams and the larger organization.
- Your agent interface is difficult to learn and navigate.
- Agents struggle to find customer history or data for real-time issue resolution.
- Agents have difficulty accessing subject matter experts or internal resources.
Customer Experience
- Your NPS or CSAT scores are low or could be improved.
- First-call resolution rates are low or require enhancement.
- Wait and handle times are excessively long.
- Customers are frustrated by repeating their issues to different agents.
- Customers have limited communication channel options (e.g., no chat, video, SMS, social media).
Supervisor/Contact Center Leader Experience
- Reports lack insights needed to understand customer needs.
- Generating reports is cumbersome or manual.
- Onboarding new agents takes a long time.
- Tracking agent performance across the organization is challenging.
- Post-call coaching and real-time support tools are inadequate.
Complexity
- Your current solution is cumbersome or complex for agents and leaders.
- Support calls cannot be tracked or transferred between agents and subject matter experts.
- Your contact center solution operates on a separate platform from your UCaaS solution, leading to complexity and multiple bills/vendors.
Cost
- Your current solution is becoming too expensive to maintain.
- Multiple communication solutions across the company are increasing operational costs.
- Your contact center contract is expiring with your current provider (including COVID-related benefits or discounts).
Future-Ready/Technology
- Your current vendor lacks the latest GenAI tools.
- Your current vendor cannot seamlessly integrate with third-party tools your team uses daily.
A Cloud Contact Center Solution That Meets Your Needs
We hope this checklist helps you determine if upgrading to a cloud-based contact center is right for your business in 2024. The decision to upgrade may seem daunting, but it doesn’t have to be. You can begin making small changes at your own pace based on the priorities and requirements identified in this checklist.
Flexibility and seamless deployment are central to the three new Zoom Contact Center bundles we recently launched. With various pricing options, deployment packages, and enterprise-grade features, you’ll find enhanced privacy and security features and practical AI capabilities to suit your budget and needs, regardless of your business size. Start small and build your solution.
Unsure where to start? Our contact center experts are here to assist. Reach out, and they’ll gladly answer any questions you have.
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