The contact center has become the epicenter of business

It needs to be flexible and resilient

by Anita Stein

COVID-19 has forced many businesses to rethink how they service their customers, and contact centers are no exceptions. With the right communications tools, companies can not only better serve their customers—regardless of where their employees work—but they can also use these tools for employee retention and satisfaction.

Customers continue to lean toward social distancing and online ordering. It is a trend that probably won’t end anytime soon. This has put a larger demand on contact centers. Many companies are finding out that their legacy contact center platforms can’t handle these spikes in engagement. This is where using cloud-based platforms can help. These platforms have proven to be more flexible and better able to adapt during this time.

According to a white paper by GlobalData, more than 50% of enterprises expect home-working to be much more common for the long term after COVID-19. And 60% believe that more flexible and mobile working practices will be much more commonplace. For the contact center, this shines a light on the issues with many legacy platforms. By putting your contact center in the cloud, your teams can continue to work remotely for as long as needed and keep up with the new demand from your customers.

Learn more about the importance of moving your contact center to the cloud and what it can do for your business.