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Cloud Contact Center Best Practices in 2021

Cloud Contact Center

A glance back at the past few months when COVID-19 pushed the businesses ahead of its time and shifted all business operations to a remote work environment. It has ‘work from anywhere’ more acceptable and how companies can see this as an opportunity. Contact center leaders had to rewrite the rulebook for customer experience strategies. The pandemic and its impacts have gone to a length, demanding businesses to be more agile and nimble-footed than ever.

With the emergence of remote work, self-service, and higher customer expectations, most businesses are looking for solutions to enrich customer and agent experience. To help you future-proof your contact center, you need the cloud contact center best practices that will help you increase operational efficiency, reduce the cost of operations, and improve customer satisfaction at large.

It’s time that you exceed customer expectations and give them what they deserve.

  1. Provide an Omnichannel Customer Experience

Using a robust cloud contact center solution, you can serve your customers on their preferred communication channels. Most customers like to communicate with the brands just the way they communicate with their family and friends. Let not the customer struggle to reach you. 

Being easily accessible through email, voice call, video call, chat, and social media platforms is a tried and tested way to keep your customers engaged with your brands throughout their customer journey.

  1. Create a Remote Work Environment

The pandemic has skyrocketed the need to have a virtual work environment for most businesses. But, as it comes, this has become the best practice for companies to provide their employees/agents with the flexibility to log in from any device, any browser, and any location. 

Expected or unexpected, contact center leaders are preparing for an unprecedented crisis. Cloud contact center solutions offer great flexibility and scalability to businesses without having to worry about operational overheads.

Sachin Bhatia, Co-founder at Ameyo, believes that the early adopters of remote contact center solutions will have an added advantage of streamlining and strategizing their business processes. 

  1. Let Customers Self Serve

During the pandemic, hold times have skyrocketed to as much as 34%, says a Harvard Business Review.

That said, we know by now that the customers are not willing to be put on hold for their queries. You get the best of both worlds by allowing the customers to navigate through self-service IVR, knowledge base, FAQs, and automated chatbot, ensuring that they find answers to routine questions, freeing up the contact center agents to give undivided attention to critical queries.

Self-service options help the customers find relevant information quickly without demanding an agent to be available to take the call. The dominance of the voice channel will continue to be felt in the contact center industry but a perfect blend of self-service options with the right balance of human intervention can save you from the trouble of putting customers on hold.

  1. Data Security 

Data security has been one of the top concerns for both contact center leaders and customers. While this is not a new trend in demand, businesses have started to realize the importance of data security to prepare for the decade ahead.

With effective cloud contact center software, provide your customers with peace of mind, ensuring that their data is in safe hands.

  1. Emergence of Voicebots and Chatbots

After sailing through what is now termed as the ‘new normal,’ businesses have found their inclination towards voice bots and chatbots. Due to the sudden surge in call volume, chatbots have been rescuing the contact center agents from routine queries. To facilitate faster interactions with the customers, businesses have successfully diverted simple queries to the bots, providing the answers that the customers have been looking for.

This has set a new benchmark for contact centers, surpassing the pre-COVID customer expectations, resulting in a higher customer satisfaction rate.

Tanya Bansal

Tanya is a firm believer that words have the power to change the world. She believes in writing problem-solving blogs to help businesses find the right solutions effortlessly. You can catch her behind the screen or delve deep into the books.