Virtual contact centers are changing the future of customer service.
In the past, contact centers had a tendency to get stuck, caught in a time capsule with outdated technology, rules and KPIs that cling to the exact stereotype they’re trying to shake: that they’re a bad place to work.
Contact centers are no longer confined to windowless rooms with cubicles. They’re no longer bound by geographic restrictions. With the rise in virtual and cloud contact centers, we’re seeing more companies manage agents who work in separate buildings, cities, states, or even countries.
More than ever before, virtual contact centers are worth the investment. Not only are they saving costs for your company by reducing infrastructure costs for office space, but they offer unmatched flexibility for your agents. Giving your team more autonomy and flexibility leads to a happier team, and then happier customers to follow.
Instead of being a one-size-fits-all solution like an on-premise contact center, virtual contact centers hosted in the cloud are incredibly easy to deploy and scale, and can be customized to your exact business needs. Studies have shown virtual contact centers to be 90% quicker to use than their analog predecessors.
With an integrated virtual contact center, touchpoint-specific data is stored in the cloud where agents and supervisors from anywhere can access it, collated into graphs and tables, so that problem areas make themselves apparent right away. If any problem areas need further scrutiny to understand the logjam, chat transcripts, and call recordings stored in the cloud are always available for review.
Leveraging customer journey insights through robust call analytics can help identify growth, expansion, and upsell or cross-sell opportunities.
Techsommet’s event on Virtual Contact Center and Unified Communications brings all the industry leaders from USA under one roof to discuss how can we increase engagement opportunities and improve customer experience with revolutionary keynotes and Case Studies along with panel discussion
Neal Topf is the President and Co-founder of Callzilla, a quality and customer-experienced focused outsourced contact center service provider. Neal loves Customer Experience: objectives for 2023 and beyond include how to make Callzilla the most Employee-centric, Client-centric, and Customer-centric BPO possible and how to make Callzilla’s people successful. Neal has been a contributor to CX podcasts and enjoys roles of CX thought leadership. He has judged multiple CX awards programs including a current 4 year run as a judge of The Stevie Awards and American Business Awards Customer Service categories, and was a contributing author to the CustomerExperience4 series in 2022. Winning ICMI’s Best Outsourcer Provider was highlight. Neal resides in South Florida with his 10 year old son, and playing a reasonable level of golf has become a passion.