CLOUD
Comms in the Cloud How a post-pandemic procession to the cloud is resulting in personalised service
I don’t know about you but the idea of a career in customer service has never appealed to me. Don’t get me wrong, I’ve done my fair share of work behind a bar and had chefs shout at me while I have a plate with a “cold,” yet half- eaten, burger in my hand. But my ambitions of working in a public-facing job took a dive when I was fired for pouring tea wrong. It is for this reason that I have the utmost respect for those on the other end of the phone when I’m inevitably too stupid to sort out my own problems and have to consult customer service. The old image of a call centre is changing now though; for one, it has been rebranded as a contact centre. But the image of a grey room organised into rows of computers with headsets coming out of them has been replaced by laptops on the kitchen island or home office, as the agents have dispersed. As a result, according to Head of International Carrier Sales at Enreach for Service Providers, Iain Sinnott, the call centre as we used to know it “seems to be at an end.” “Contact Centre as a Service (CCaaS) technology has revolutionised the contact centre agent at-home experience, simplifying the way that customers can be served by agents, regardless of device, location, or network.
“While some large organisations still require and want dedicated contact centre solutions, many also require what is increasingly referred to as ‘casual contact’ centre features, which are delivered as part of a UC platform, and are part of the increasing convergence between CCaaS and UCaaS. “In other words, contact-centre style features can be added to the overall user environment, accessible from existing apps, rather than requiring a complete additional system. And, by integrating customer contact with, for instance, a CRM system, a more holistic 360 view of the customer relationship is visible.” That holistic view of the contact centre also extends to the agents as Hilary Oliver, Chief Marketing and Customer Experience Officer at Tollring, explains: “Cloud deployments of call centre solutions have enabled greater accessibility to systems and continuation of customer service. “Customer expectations do not waiver when agents are working remotely and the cloud enables customer service levels to be managed, measured and maintained. Internally, agents can work effectively using the tools provided, whilst supervisors can manage their teams and drive performance, no matter where they are located.”
Iain Sinnott Head of International Carrier Sales
enreach.co.uk
Contact Centre as a Service (CCaaS) technology has revolutionised the contact centre agent at- home experience, simplifying the way that customers can be served by agents...
CONTINUED
ucadvanced.com
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