Many companies made considerable investments in IT and communications tools when they set up their first on-premises contact centers. While the prospect of a remote contact center might invoke the unpleasant notion of recreating microcosms of that environment within each agent's home, cloud computing offers a more streamlined alternative.
Remote cloud contact center software can be accessed nearly anywhere, providing agents with the tools they need to manage voice and digital channels simultaneously. This includes the ability to connect with customers by phone, email, chat or social media—in other words, meeting customers in whatever medium they choose to use.
Next, advanced contact routing eliminates the need for a contact center manager to intervene when a customer's problem is urgent or requires specific expertise. Instead, the technology not only identifies the best agent but also ensures they have the information they need to improve their response.
On the back end, managers can use workforce optimization technology to address the most common (and formerly time-intensive) tasks such as finding and scheduling available agents. No part of this setup requires physical proximity to the agent. In fact, the analytics of contact center workforce management solutions allows them to monitor and optimize the team's performance, adding third-party apps, such as a customer relationship management system, to arm agents with stronger, real-time customer intelligence.