In this video blog, Mitel’s General Manager for Contact Center Brian Spencer looks at the benefits of cloud-based contact center infrastructure for dynamic businesses that are growing organically, through mergers and acquisitions, or through global expansion.
I’m Brian Spencer, Mitel’s General Manager for Contact Center. I want to talk to you for a moment about the cloud and the impact cloud can have on your customer experience center.
What’s a customer experience center? We’re talking about the people that are engaging with your customers on a regular basis, providing customer service or maybe sales support and assistance, maybe product support. Maybe, if you’re a municipality, the people are engaging with your constituents to give them access to services and answer informational calls. It’s the folks in your business that are constantly interacting with your customers or constituents. Watch Don’t Call it a Call Center to learn more >
Now, what does the cloud have to do with that? If you’re listening to the IT conversations in the world today, there’s a lot of discussion around cloud-based software and services, comparing and contrasting with premises-based software and services or hybrid deployments using combinations of those technologies.
What does that have to do with your customer experience center? Imagine you’re a dynamic business – maybe you’re opening new offices or recruiting talent for new services or new skills to bring them into the business, or maybe you’re involved in mergers and acquisitions as you consolidate your industry. Think about the agility you need to bring those talent pools into your customer experience center.
You want to quickly bring people in from that acquired business into your customer experience center where you’ve developed best practices, the best technologies, the best workflows that most seamlessly and easily bring your customers into your people with the best training to make sure your people are as socially adept as possible – they’re empathetic when they’re on the phone or in their communications through a text-based medium, they know how to use the tools to access the information that your customers want or need, they know how to capture that information. And maybe you’re capturing a big data pool for business analytics so that you truly understand your customers and can adapt with them so that’s part of your sustainable competitive advantage. It’s important to extend that sustainable competitive advantage across your merged business or into that new location, or to acquire talent based on the talent and skills that you need – not where they’re geographically based.
Premises-based equipment, while it can serve those needs, adds a layer of time and complexity to the equation. If you acquire a business, do you want to go rip and replace all of its infrastructure so you can harmonize it between your locations? If you’re opening up a new business, do you want to wait until you can deploy infrastructure out there? In fact, if it’s a small office, do you even have IT infrastructure and IT people out there? And, if you’re acquiring new talent but they’re not here, do you want to provide them with physical hardware?
The advantage of going with a cloud-based solution in this case is agility. You can instantaneously turn up the identical infrastructure – software and hardware – for your new people, wherever they need to be.
Not only that, you’re bringing them into one single customer experience center. Same tools, same technology. One call may go to someone remotely and the next interaction, a chat, will go to someone locally. And the same manager will have access to observe, train, coach and assess those individuals. You’re going to leverage your best people, the best practices you’ve developed to maintain and extend your competitive advantage more rapidly through the agility of cloud-based contact center infrastructure.
I encourage you to consider whether or not your business
a) has developed a sustainable competitive advantage based on how you engage with your customers and
b) if you’re in a dynamic, fluid environment. If the answer to those two things is yes, you ought to seriously consider the cloud for your customer experience infrastructure.