The COVID-19 pandemic remains a highly fluid situation. Experts are concerned about an upcoming resurgence. If one occurs, reopening efforts may have to be paused or, potentially, rolled back. This can be incredibly concerning for contact centers, particularly those that were underprepared for the initial shutdowns and rapid shifts toward remote work.
Luckily, supporting contact center continuity during COVID-19 is possible. By transitioning to the cloud, companies can establish virtual contact center operations that are highly accessible.
If you are wondering how the cloud can ensure contact center continuity, here’s what you need to know.
Cloud Accessibility’s Impact on Contact Center Continuity
When you transition to a cloud-based contact center solution, you dramatically enhance accessibility. Typically, agents can connect to critical resources using practically any internet-connected device.
In periods where your agents can work from your office, the experience can mimic what they get with a traditional on-premise solution. However, unlike on-site systems, should the need to work remotely arise, the transition can be essentially immediate.
The degree of accessibility provided by the cloud is practically unbeatable. As long as agents have a compatible device and strong enough internet connection, they can ultimately work from nearly anywhere.
Scalability for Enhanced Contact Center Continuity
For companies that experienced dramatic increases in support requests during the pandemic, cloud-based systems offer unprecedented scalability. The solution can adapt based on your needs, ensuring surges in call volumes are manageable and don’t overburden the system.
Additionally, making changes can be near-instantaneous. Unlike on-premise solutions that could require significant infrastructure or hardware changes, virtual contact centers can be adjusted immediately when you secure services through a capable provider. The provider handles the majority – if not all – of the most challenging tasks, including ensuring network resources are available and that your performance remains consistent and reliable, regardless of demand or use. Plus, you can scale up or down as needed, ensuring you have access to the optimal amount of resources at any given time.
Enhancing the Customer Experience
By transitioning to a cloud-based contact center solution, you can offer an elevated customer experience. Since your agents can easily shift between working at the office and from home, you can maintain optimal staffing levels, for one.
For another, the quality of the call or messaging system, from the customer’s perspective, will remain predominately unchanged. In some cases, it can actually improve, as some virtual call center solutions offer improved call clarity and more computing power, allowing agents to research issues faster and respond more quickly.
Many of the cloud-based solutions are incredibly feature-rich, allowing you to have all of the tools and capabilities you’d find in on-premise systems, if not more. As a result, the customer will never know that they are reaching a virtual contact center over a physical one.
Ultimately, if you are worried about contact center continuity, the cloud is the key to ensuring operations continue seamlessly. It allows you to support a large-scale remote workforce, something that is critical during these unprecedented times.