Contact centers must embrace mobility to stay relevant


    There have been a number of changes in the corporate and consumer landscape that are impacting the ways companies communicate with clients. While the business phone system is still a critical component of customer service strategies, it is no longer the only tool in the decision-maker's arsenal. Instead, executives need to consider the transformations taking place in and outside of the private sector so they can implement the appropriate tools needed to collaborate with clients and keep them happy.

    The contact center is just as important as it was in the past, though it has taken on a new shape. This was highlighted in a recent Call Centre Clinic report that said contact center managers need to embrace mobile strategies if they want to remain competitive and relevant. The fact that companies no longer track customers based on fixed phone line numbers suggests that a major transformation has taken place within the customer service realm.

    Mobility has essentially become the foundation for how people perform activities. While some organizations still use traditional communication platforms for collaboration purposes, the majority of the private sector has made the switch to IP phone systems that are much more functional than their legacy predecessors. In fact, VoIP and cloud phone system features are often cited among the top reasons for making the transition. This is largely because advanced platforms are able to integrate mobile capabilities into overall operations.

    Remote working can change everything

    When customers want to speak to company representatives, they will usually only try once before getting frustrated. For this reason, contact centers need to be on call and ready at any possible time. This is especially true as consumers continue to use mobile devices that provide the ability to communicate with firms from virtually anywhere at any time. Call Centre Clinic said businesses need to consider strengthening their remote workforces to ensure these demands are met.

    A virtual contact center ensures that employees are always available to customers because the branch is hosted remotely, meaning it doesn't necessarily operate on the same schedule as the rest of the business, Call Centre Clinic noted.

    Remote working is actually becoming extremely popular in the private sector, especially for contact centers. IDC noted that the mobile worker population is set to reach 1.3 billion people in 2015, accounting for more than a third of the total workforce.

    Make use of the cloud

    In addition to taking advantage of remote workers, contact center managers should also consider employing the use of innovative cloud services, Call Centre Clinic noted. When organizations develop hosted contact centers, they can be much more flexible and handle fluctuating traffic volumes with ease. This is especially important in today's mobile age, in which customers can demand the ability to communicate with business representatives at any time.

    The cloud also makes it easier to implement alternative tools for collaborating with clients, including self-service portals, social media and video conferencing. By deploying a hosted PBX system, decision-makers can make use of these services without impairing connectivity to traditional voice lines - a necessity in a contact center.

    The ongoing transition to mobility will not stop anytime soon, especially as smartphones, tablets and other gadgets continue to evolve and become more sophisticated, allowing individuals to use them for a wider range of purposes. If contact centers want to keep up with demand, decision-makers need to embrace new technological trends to support the needs of today's mobile customers.