{"id":47779,"date":"2021-05-20T12:00:55","date_gmt":"2021-05-20T19:00:55","guid":{"rendered":"\/us\/en\/blog\/?p=47779"},"modified":"2025-07-01T06:17:52","modified_gmt":"2025-07-01T13:17:52","slug":"8-reasons-to-modernize-your-financial-services-contact-center","status":"publish","type":"post","link":"\/us\/en\/blog\/8-reasons-to-modernize-your-financial-services-contact-center\/","title":{"rendered":"8 reasons to modernize your financial services contact center"},"content":{"rendered":"

Highlights<\/strong><\/p>\n

Top reasons financial services contact centers are moving to the cloud:<\/em><\/p>\n

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  1. A global healthcare crisis<\/a><\/li>\n
  2. Agents get the tools they need to do their jobs<\/a><\/li>\n
  3. Hybrid work environments<\/a><\/li>\n
  4. Omnichannel flexibility<\/a><\/li>\n
  5. Cost savings<\/a><\/li>\n
  6. Scalability<\/a><\/li>\n
  7. Self-service options<\/a><\/li>\n
  8. Attract better talent<\/a><\/li>\n<\/ol>\n
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    When you think of a financial services contact center, what typically comes to mind is a room full of people sitting at desks with phones, computers, and headsets; however, that image is changing. Financial services contact centers are moving to the cloud.<\/span><\/p>\n

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    \n\t\t\t\t\t\"Cloud\t\t\t\t<\/div>\n
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    \nCloud contact centers for financial services: delivering agility and superior CX at scale<\/h3>\n<\/p><\/div>\n
    \n\t\t\t\t\t\tLearn more<\/a>\n\t\t\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n

    \t<\/span><\/p>\n

    Here’s a look at some of the top reasons financial services contact centers are making that move. Could it be the right move for your contact center?<\/span><\/p>\n

    <\/a>Reason 1: A global healthcare crisis<\/b><\/strong><\/h3>\n

    At the beginning of 2020, a global healthcare crisis led to lockdown orders issued by governments around the world. Over\u00a0<\/span>74% of contact centers<\/span><\/a> closed their physical locations and gave employees the tools to work from home.\u00a0<\/span><\/p>\n

    By moving to a cloud contact center model, organizations were able to continue to meet customers\u2019 needs at a time of stress and uncertainty. Customers didn\u2019t feel abandoned; on the contrary, they felt supported and that the company was there for them when they needed it most<\/span>.<\/span><\/p>\n

    <\/a>Reason 2: Cloud contact centers give agents the tools they need to do their jobs<\/b><\/strong><\/h3>\n

    Cloud contact center software gives employees the tools they need to meet customer needs. It offers an internal directory with a presence indicator, so agents can connect with their colleagues to answer customer questions in a single interaction.<\/span><\/p>\n

    There are also file sharing options as well as chat, and video conferencing, so agents no longer sit in a silo. Rather, they\u2019re connected to the rest of the organization and have the collaborative tools they need to meet customer expectations and perform their jobs at optimum levels<\/span>.<\/span><\/p>\n

    <\/a>Reason 3: Hybrid work environments<\/b><\/strong><\/h3>\n

    Though the global pandemic may have hastened the move to cloud contact centers, as pandemic restrictions ease, it is likely that many contact centers will maintain a hybrid approach, with some agents working remotely while others return to a physical contact center location.<\/span><\/p>\n

    Cloud contact center solutions enable agents to use the same work tools and processes regardless of whether their work environment is at home or in a formal office setting. This type of flexibility represents the reimagined workspace of the future\u2014one with fewer physical boundaries and greater possibilities for agents.<\/span><\/p>\n

    There are a number of reasons to consider this approach, not the least of which is business continuity. Hybrid work environments offer contact centers a fallback position in the event that either on-site or remote work becomes impractical or infeasible for some reason. Other benefits of hybrid work environments for the contact center include the possibility of expanding talent acquisition to a more diverse workforce, expanding hours of operation with more flexibility in scheduling, and the ability to provide agents with more choices to enhance their work-life balance.<\/span><\/p>\n

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    \n\t\t\tRingCentral\u2019s cloud contact center technology\t\t<\/div>\n
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    \n\t\t\t\t\tBetter client relationships start here.\t\t\t\t<\/div>\n<\/p><\/div>\n
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