A cloud-based contact center solves one of the greatest challenges for customer service: handling varying business requirements and seasonal spikes that require a high availability of service agents. Ordinarily, an enterprise must equip the department according to highest demand, leaving resources sitting unused during lower-volume periods.
The ability to easily scale with demand is one of the hallmarks of cloud technology, and particularly of a cloud-based contact center. When an organization is running a promotion, releases a new product, or is simply navigating those crazy few weeks of the holidays, they can expect a spike in requests from customers. The challenge is always balancing efficiency in resolving those requests with humanizing the customer service experience. Here’s how a cloud-based contact center helps:
Handling Rote Requests With Ease: Customers enjoy a high level of convenience with a cloud-based contact center that is fueled with artificial intelligence (AI) technology. These tools allow the majority of calls to be handled within seconds, as AI-equipped solutions easily provide pricing, invoice details, delivery dates, and other rote information.
Complex Cases Get Better Attention: When a call requires more attention, it is directed to an agent, who can offer the assistance necessary to quickly resolve any issues. Customers needing assistance receive it efficiently, because the software is easily handling all of the routine calls.
Humanizing the Agent Side, Too: A cloud-based contact center with AI technology also removes the high turnover rates that plague enterprises in contact centers. Agents are able to dedicate themselves to more interesting, complex issues that they are empowered to resolve, rather than being forced to handle rote information requests all day.
An Optimized Customer Experience: All of these factors add up to fulfill the goal of every enterprise: improving the customer experience. When routine issues are resolved quickly and more complex cases are given attention by qualified agents with extensive experience, the customer is more satisfied and less likely to seek out a competitor.
Don’t Forget Cost Savings: One of the key motivators for pursuing a cloud-based contact center is undoubtedly the ability to turn what is usually a capital investment into an operational expense. Enterprises are able to subscribe to a particular solution, with all maintenance and hardware included in the subscription price. The contact center also cuts licensing costs, since it scales for the period when the enterprise requires more responses, then scales back when a spike has passed.
Many organizations shy away from technology that they perceive as placing a technological barrier between customers and their employees, but a cloud-based contact center actually works to remove those barriers. With agents freed up to work closely with customers to resolve any issues, the customer experience is optimized.To learn more about how a cloud-based contact center can help you meet your goals for a superior customer experience, contact us at AMD Communications.