The next generation workforce expects to be able to access the same level of IT connectivity in the workplace as they do at home. They want access to corporate data from any location – and they want to access it through a device of their choosing.
Fortunately, this offers substantial benefits for businesses with inbound and outbound contact centres. Making a move to ‘the cloud’ enables the trend towards Bring Your Own Device (BYOD) and remote working because it’s allows employees access to the tools they need, via the internet, from a central nerve centre, rather than needing everything installed locally on their device.
An engaged, productive workforce will naturally lead to the higher levels of customer service that contact centres rely on. Plus, making the move to a Hosted Contact Centre solution, through ‘the cloud’, enables the use of home and remote workers when demand is high, meaning call centres can keep a tighter control over staffing costs.