The Information Age has given modern consumers access to more educational resources and instant communication across a wide variety of integrated channels, helping them to make more informed purchasing decisions (and more quickly) than ever before. As a result, customer experience has become a primary competitive differentiator. This new paradigm has thrust contact centers into the heart of business strategy.
Taking on this new role, contact centers cannot afford to maintain a “business as usual” approach. In order to keep up with customer expectations and thrive in 2017, contact centers leaders must find a way to become more agile.
One of the most important steps contact center leaders can take to improve customer experience in 2017 is to migrate their workforce management solutions to the cloud. On-premise solutions present several roadblocks to a successful contact center strategy.
On-premise software comes at a premium and your organization will be locked in with your vendor, limiting your ability to change strategies as need be.
In addition, on-premise solutions don’t provide the same robust features that empower agents working remotely. But successful contact centers in 2017 will rely heavily on remote agents to provide superb support on-demand.
Migrating to a cloud-based workforce management solution will provide your personnel high-quality features whether they’re located on-premise or working remotely. In addition, your organization will receive automatic software updates and security patches without paying for each as you go or getting locked in with a specific vendor.
Transforming into a cloud contact center will also provide you the ability to scale rapidly to meet demand during peak periods. Organizations that stick with outdated on-premise systems will find scalability to be a difficult and costly process.
As the new year begins, contact center leaders must make it a priority to move their workforce management solutions into the cloud. This will help your organization meet the changing needs of customers in 2017—and for years to come.