darryl-kelly-mcdade
Darryl Kelly-McDade
June 11, 2019
Customer engagement
Customer Experience
Omni-channel contact center
Telephony

Chasing customer satisfaction: What are the benefits of cloud call center software?

Blog summary: Cloud call center technology is all over the marketplace, but how does it relate to your business? Better understand the benefits –– and how they could help your communication strategy.

Key takeaway #1: Those that are slow to adapt to technology trends risk negatively impacting customer satisfaction due to outdated support that can’t handle the changing needs of a modern customer.

Key takeaway #2: The right omnichannel cloud contact center software is one of the key choices that directly impact whether customer interactions are full of hurdles or opportunities.

Key takeaway #3: …while having a rockstar agent team is an ideal starting point, the team can only go as far as their technology will let them.

Businesses today have the advantage of choosing from an abundance of technologies that may help move them closer to their goals. And while the expanse of technology options is certainly helpful, it can also be confusing. What technology is truly worth the price per contact center agent? In day-to-day business, what will the benefits and return on investment really look like? And, perhaps most importantly, how will it impact the customer experience?

In the world of contact centers, those questions are more relevant than ever as businesses face the pressures of choosing a contact center software to meet their business goals and customer expectations and shift from on-premise hardware to cloud-based solutions. Those that are slow to adapt to technology trends risk negatively impacting customer satisfaction due to outdated support that can’t handle the changing needs of a modern customer. Those that do embrace cloud contact centers can still be stumped when it comes to how to run their customer communications efficiently and effectively.

At the end of the day, growth has historically been a primary focus for businesses, and by extension, positive customer engagements and satisfaction. But how they get there –– whether it’s a seamless, pain-free journey or frustrating, uphill battle –– is largely dependent on the technology they choose. The right omnichannel cloud contact center software is one of the key choices that directly impact whether customer interactions are full of hurdles or opportunities.

Think for a moment. Though there are a lot of factors that go into creating the ideal customer experience, who at your business is actually in the weeds, leading customer engagements and directly influencing their opinion of your product or service? It’s your contact center agents. And while outside of the contact center, agents are used to high-performing, intuitive technology that meets their modern expectations, once they step into their role as a contact center agent, many are met with finicky technology that doesn’t allow them to efficiently and effectively meet customer expectations and fights them, every step of the way.

The call center agent experience matters because how they operate can impact everything from the customer experience to business outcome. But to maximize that, businesses need to consider cloud call center software that can withstand the tests of the modern customer  With the right software selection, businesses can expect benefits such as:

Flexibility

Leaving clunky hardware behind to work in the cloud definitely gives businesses an undeniable sense of freedom –– and the right cloud contact center software can help agents take advantage of that new-found agility. A cloud contact center can unite agents from around the globe and reach customers virtually anywhere. The right contact center software exceeds expectations across teams, time zones, and channels by helping to standardize the way agents connect with customers through customizable, data-driven scripts and coaching features. That way, businesses can ensure that no matter who customers reach on the other end, or across what channel, the engagements are consistent and positive.

Cloud-based contact centers offer the flexibility of quick, seamless scaling. With these technologies in place, businesses don’t have to scramble to figure out hardware logistics as their needs grow. Instead, they can stay ahead of growing pains and scale up or down as business ebbs and flows. That means fewer roadblocks stopping teams from keeping up with customer demands and more long-term satisfaction.

Efficiency

Staying efficient in business is a key factor in success. When teams and processes are able to maximize productivity, less customers are left waiting on hold, they are engaged faster and more connections are made. Cloud contact center software uses time-saving technology such as automated dialers to help agents make the most of their time, from the minute they sit down at their desk to whenever they clock out.

With contact center software on their side, agents can minimize the struggles of juggling many customers and channels and instead give their undivided attention to the customer they’re speaking with at any given moment. The software works in the background to connect agents to live customers continuously, plus also prepares them by pulling all available data to prep them for every interaction.

Perceived value

Agents’ experiences are better, and the perception of your business is better when the customer experience is the best it can be. And while having a rockstar agent team is an ideal starting point, the team can only go as far as their technology will let them.

Cloud contact center software improves the customer experience from many standpoints, easily increasing your company and product or service’s perceived value, earning a more positive reputation amongst customers.

What’s the difference? Cloud contact center software offers dependable reliability, with impressive uptime that assures that when customers call in, agents are at the ready –– and when agents are doing the calling, they’re prepared with customer information to engage the customer faster. That, along with its other advantages, such as efficiency and flexibility, allows companies to better the agent experience hand-in-hand with the customer experience –– ultimately proving worth to customers, standing out against the crowd, and making it easier to connect with customers and earn their business from an overcrowded market.

At the end of the day, the technology you’re paying for, and working with, needs to work with you and your processes, helping to exceed customer expectations and pushing your team further ahead.

Think of the right software as the finishing touch on your business strategy. It impacts how you present your business to customers –– and is often times the deciding factor on whether every impression disappoints or delivers. It’s like the difference between presenting yourself in an ill-fitted suit or a custom-tailored one that helps you shine. The difference between simply getting the job done or getting the job done in a way that engages more customers and closes more deals.

As you look to make the most of having your communications in the cloud, consider using cloud call center software to keep business processes fluid, agents productive, customers impressed, and one step ahead of the competition.