Mastering the Modern Customer Service Model
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The cloud is here to stay. Cloud technology helps companies to benefit from higher revenues and reduce costs caused by poor IT management. With cloud-based models in all areas of the contact center, it is also possible to increase innovation and drive greater efficiency through more effective use of storage, among others. Benefits include low start up and integration costs and no capital investment, and companies adopting this technology also do not have to worry about the expensive costs of upgrading either software or hardware. Virtual models also allow companies to save costs by having CSRs located anywhere in the world, allowing them to benefit from cheap labor opportunities. As the cloud continues to develop and becomes more refined by the day, more and more contact centers are moving to cloud technology, and this trend is set to continue.
Regardless of continual change and development in this area, companies are moving to cloud solutions very rapidly. Research shows that just five years ago in 2008, the number of companies using cloud-based contact center solutions was just 2.2%. As of 2011 that figure had jumped to 5.9%. By the end of 2015 it is forecast to reach 18.1%. Indeed, more than 41% of respondents in a survey specified that they were already investing in these solutions. The market for infrastructure in this sector is estimated to be likely to grow on average 40% per year up until 2015, and it is believed that these figures are conservative. Clearly, mastering this new modern customer service model is critical for successful business operations insofar as contact centers are concerned.
