Time for a Software Upgrade? | Workforce Optimization Blog

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Workforce Optimization in the Cloud

Follow the latest trends on cloud-based contact center software and workforce optimization

Time for a Software Upgrade?

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“It’s the way we’ve always done it.” 

That is the explanation managers to use for why certain contact center business practices have not changed for years, if not decades. But while some contact centers stick with traditional solutions, others have been more cognizant of how technology offers better ways to achieve customer satisfaction goals – and how this functionality is now available to contact centers of all sizes regardless of budget, thanks to the cloud. 

If it’s time to consider an upgrade, here are some questions that you might wish to ask of your next technology provider. 

Can I get important information on customers to agents in real time?

You may already be collecting data on customers, but is there a way to make that available to agents so they can customize their handing of a specific call – or route it to the agent best suited to handle it? Real time information is no longer a luxury – it is a necessity if agents are going to effectively meet a customer’s needs. 

Can we provide 24/7 access?

Your team should be able to stay connected to the contact center wherever they are. Find a browser-based software solution that makes working from home as easy as working in the office. 

Will this be easy to adopt?

A more sophisticated product won’t pay dividends if your agents can’t figure out how to make use of its capabilities. Choose a solution that will allow for a shorter acclimation period, and that will facilitate collaboration among your team members both on and off-site.   

Will this help our agents be more autonomous?

Customers prefer only talking to one person at your contact center, rather than being put on hold or transferred to a supervisor and explaining their issue a second time. More and more, managers are trusting agents to make decisions that might otherwise have required executive approval. However, agents need access to the right data at the service level to make an informed decision. 



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