{"id":8858,"date":"2020-03-19T13:28:11","date_gmt":"2020-03-19T13:28:11","guid":{"rendered":"\/gb\/en\/blog\/?p=8858"},"modified":"2023-01-16T12:26:24","modified_gmt":"2023-01-16T12:26:24","slug":"cloud-contact-centre-help-remote-working","status":"publish","type":"post","link":"\/gb\/en\/blog\/cloud-contact-centre-help-remote-working\/","title":{"rendered":"How Cloud Contact Centre Can Help Remote Working"},"content":{"rendered":"<p class=\"lead\"><span style=\"font-weight: 400;\">Many businesses have taken a long time to respond to digital transformation. Accounting for the presence of early adopters in every space, the UK has still been generally slow on the uptake. It\u2019s a human condition. Some people are naturally resistant to change, some are sceptical, some are buried in minutiae and don\u2019t make time for strategic investment.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">On the other hand, the term \u2018digital transformation\u2019 can come across as frustratingly obtuse, annoyingly overused or dauntingly vast. But it needn\u2019t be. Essentially, it\u2019s about using technology to make your life easier. In this post, we\u2019ll use contact centres as an example.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here\u2019s the scenario: <\/span><a href=\"https:\/\/www.emarketer.com\/content\/the-biggest-business-impacts-of-the-coronavirus-pandemic-according-to-business-insider-intelligence\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">Emarketer<\/span><\/a><span style=\"font-weight: 400;\"> says one of the effects of isolation will be an increase in ecommerce. It\u2019s not rocket science. The indication is based on shoppers\u2019 attitudes and popularity of shopping as a real-world experience. As bricks and mortar experience is closed off to keen shoppers, they will seek their gratification online.<\/span><\/p>\n\t\t<style>\r\n\t\t\t@media (min-width: 768px) {\r\n\t\t\t\t.bottom-cta .bottom-cta-img {\r\n\t\t\t\t\tfloat: left;\r\n\t\t\t\t\twidth: 50%;\r\n\t\t\t\t}\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta .bottom-cta-img img {\r\n\t\t\t\twidth: 100%;\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta {\r\n\t\t\t\tbackground: #001138;\r\n\t\t\t\tpadding: 30px;\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta .bottom-cta-copy {\r\n\t\t\t\tpadding: 0 30px;\r\n\t\t\t\toverflow: hidden;\r\n\t\t\t\tcolor: #fff;\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta .bottom-cta-copy .btn-primary {\r\n\t\t\t\twidth: 100%;\r\n\t\t\t}\r\n\t\t<\/style>\r\n\t\t<div class=\"bottom-cta  CID-cta-2FdM5dTp IID-cta-69d348bc31def\"\r\n\t\t\tdata-dl-custom-type=\"cta\">\r\n\t\t\t<div class=\"bottom-cta-img\">\r\n\t\t\t\t<img decoding=\"async\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/vs-cc-rw-social-images-design-text-2.png\" alt=\"Call to action banner\">\r\n\t\t\t<\/div>\r\n\t\t\t<div class=\"bottom-cta-copy\">\r\n\t\t\t\t<span style=\"font-size: 24px; line-height: 30px;\">All the latest contact centre industry know-how in one place \u2013 register for CC Expo: Virtually Together.<\/span>\r\n\t\t\t\t<span class=\"text-center\" style=\"display: block;\">\r\n\t\t\t\t<a class=\"rc-cta-shortcode btn btn-primary btn-lg\" data-dl-element=\"button\"\r\n\t\t\t\t\tclass=\"btn btn-primary btn-lg\" style=\"margin-top: 16px; font-weight: bold;\"\r\n\t\t\t\t\ttitle=\"Register UC Summit CC Expo\" href=\"https:\/\/ucsummit.com\/ringcentral\/\" target=\"_blank\"\r\n\t\t\t\t\trel=\"noopener noreferrer\" data-dl-additional-info=\"All the latest contact centre industry know-how in one place \u2013 register for CC Expo: Virtually Together.\"\r\n\t\t\t\t\tdata-dl-name=\"All the latest contact centre industry know-how in one place \u2013 register for CC Expo: Virtually Together. | Register\">Register<\/a>\r\n\t\t\t<\/span>\r\n\t\t\t<\/div>\r\n\t\t\t<div class=\"clearfix\"><\/div>\r\n\t\t<\/div>\r\n\t\t\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">It\u2019s not just retail that will feel the effects. Every transaction we make in the physical world will be affected. Banking will see a surge in mobile users; work and social interaction has already been taken onto video conferencing platforms; even doctors are adopting \u2018telehealth\u2019 and conducting virtual diagnostics where possible. Insurance, supply chain, transportation &#8211; all these sectors will experience a greater demand on their online presence.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As online services in general face a mixed bag of challenge and opportunity, many companies still lack simple functions to help them keep up with the demand, such as access to <\/span><span style=\"font-weight: 400;\">historical customer interaction data<\/span><span style=\"font-weight: 400;\">. The majority of customers operate in the mobile digital world, their expectations of brand service shaped by instant connection, relevant targeting and real-time interaction. The pressure is on contact centres to keep up.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Many contact centres rely on expensive custom hardware and software setups, usually running on an on-premises setup, which is now more difficult than ever to access. In 2019, only 10% of contact centres were based on a contact centre as a service (CCaaS) model. We expect to see that increasing this year in response to changing conditions.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For businesses running remote teams, cloud contact centre makes it much easier to support workers and maintain high levels of customer service. The level of flexibility provided by the cloud allows IT managers and contact centre managers to keep running a \u2018business as usual\u2019 service while adapting to restrictions of movement. To take a closer look, here\u2019s five ways in which CCaaS supports businesses as they respond to current demand.<\/span><\/p>\n<h2><strong>1. Be flexible<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">CCaaS makes it easy to scale the centre up and down to match seasonality, rapid growth or sudden downturn, which is also mirrored in the cost structure. The reporting functionality feeds into staff scheduling, allowing managers to not only anticipate demand but also respond immediately to unforeseen circumstances.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The flexibility and mobility afforded with cloud-based systems makes it easier for IT managers to deliver business continuity when on-premises arrangements are compromised. This means your office isn\u2019t a single point of failure, and allows you to run a much more responsive service.<\/span><\/p>\n<h2><strong>2. Improve your employee experience (EX)<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">The intelligent software built into the CCaaS provision helps agents meet demand, instantly share information and access historical information to understand the context of each interaction. Modern contact centre software integrates with popular CRM tools so customer contact records are immediately accessible.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With a single web-based platform, agents can log on from anywhere and do their work remotely just as effectively as they can in the office. All this gives employees the opportunity to do their job better, which increases levels of satisfaction and motivation in the workforce.<\/span><\/p>\n<h2><strong>3. Improve your customer experience (CX)<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">Happy employees directly leads to happier customers. Functions like smart call routing and multichannel presence help customers feel heard and facilitates query resolution. Assigning specific queries to specialist agents helps queries to be resolved quicker, improving the <a href=\"\/gb\/en\/blog\/definitive-guide-customer-experience\/\">customer experience<\/a>.<\/span><\/p>\n<h2><strong>4. Meet your customers where they are<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">Digital capability in our personal lives influences our expectations of how businesses will communicate with us. As customers, we expect to contact brands on the apps we use, and we expect to reach the right person to help us with our query on the first contact. The integration of CCaaS with social media and messaging channels means agents are available to help customers wherever they are, making it a much better experience for the customer.<\/span><\/p>\n<h2><strong>5. Save cost<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">One of the direct savings with CCaaS is the change from paying to instal and manage on-premises hardware. This often requires specialist support, and the hardware becomes outdated quickly. Today\u2019s cloud providers can offer a much more cost-effective service without a bunch of on-costs for utilities, maintenance and upgrades.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Another major source of cost saving is using voice over IP (<a href=\"https:\/\/www.ringcentral.com\/gb\/en\/office\/features\/voip\/overview.html\">VoIP<\/a>) technology rather than traditional fixed-line phone systems. Using the internet, VoIP calling avoids extra charges such as international tariffs, which is a big concern for today\u2019s contact centres.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In a nutshell, cloud-based systems offer more flexibility at a significantly lower cost. As we all adapt to changes in our working patterns, in service infrastructure, and in public behaviour, it\u2019s this type of functionality that will help us rise to the challenge.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">There\u2019s more information about working and managing remotely in our <\/span><a href=\"\/gb\/en\/blog\/remote-work-resources\/\"><span style=\"font-weight: 400;\">remote working resource library<\/span><\/a><span style=\"font-weight: 400;\">, where we\u2019ll be adding content to help contact centre managers as the situation develops.<\/span><\/p>\n<p class=\"uc-expo-cta-2 text-center IId-bottom-banner-144903516 CId-bottom-banner-1098205596\"><span style=\"font-size: 24px; line-height: 30px;\">Learn more about how\u00a0contact centre technology can create a better experience for customers and agents<\/span><span class=\"text-center\" style=\"display: block;\" data-dtm-element=\"button\" data-dtm-context=\"bottom-cta\" data-dtm-additional-info=\"Learn more about contact centre tech\"><a class=\"btn btn-primary btn-lg\" style=\"margin-top: 16px; font-weight: bold;\" title=\"Learn more\" href=\"https:\/\/www.ringcentral.com\/gb\/en\/contact-centre\/overview.html\" target=\"_blank\" rel=\"noopener noreferrer\" data-dtm-name=\"Bottom CTA\">Learn more<\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Many businesses have taken a long time to respond to digital transformation. Accounting for the presence of early adopters in every space, the UK has still been generally slow on &hellip; <a href=\"\/gb\/en\/blog\/cloud-contact-centre-help-remote-working\/\" class=\"more-link\">Read more<span class=\"screen-reader-text\"> &#8220;How Cloud Contact Centre Can Help Remote Working&#8221;<\/span><\/a><\/p>\n","protected":false},"author":244,"featured_media":8861,"comment_status":"open","ping_status":"closed","sticky":false,"template":"single-content-hub.php","format":"standard","meta":{"footnotes":""},"categories":[15],"tags":[163],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.8 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How Cloud Contact Centre Can Help Remote Working | RingCentral UK Blog<\/title>\n<meta name=\"description\" content=\"For businesses running remote teams, cloud contact centre makes it much easier to support workers and maintain high levels of customer service.\" \/>\n<meta name=\"robots\" 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