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Business Continuity


HOW MOVING YOUR CONTACT CENTER TO THE CLOUD CAN HELP REDUCE COSTS

By João SafaraNovember 9, 2020

4 min read



BACK TO BLOG

With the rapid shift to the new normal of working remotely, organizations across
the globe are struggling to find the appropriate infrastructure and strategy to
keep operations up and running, while ensuring the safety and health of
employees.


For many, this is more than just a shift in routine. The pandemic represents a
challenge for business survival as some industries like travel and hospitality
see a concerning decrease in demand, while many organizations struggle to keep
up with high call volumes and effectively serve their customers. Talkdesk®
provides companies with a unique opportunity to thrive under these challenging
circumstances.


IT’S AFFORDABLE TO GET STARTED

On-premises contact center solutions are usually expensive, complicated to set
up and often require regular and costly updates. On the other hand, cloud
solutions do not require a heavy entry fee, making the outset stage of the
process much easier, cheaper and smoother. Even for companies that aren’t ready
to fully embrace the cloud yet, a flexible deployment option can be used to
augment existing infrastructure.


OPTIMIZE AND EXTEND YOUR CALL CENTER TECH STACK

On-premises technology can be rigid and inflexible, often requiring a
significant investment every time you need to update or replace it to meet new
business demands.  On the other hand, cloud solutions let you take advantage of
diverse deployment models and seamlessly integrate with other cloud
applications, so you can more easily adapt and optimize your customer service
operations. Talkdesk AppConnect was designed to make that process even easier by
offering a curated ecosystem of out-of-the-box integrations and value-add
services that Talkdesk customers can try risk-free.


SAVE ON INSTALLATION AND MAINTENANCE COSTS

With on-premises systems, implementations and upgrades represent a substantial
capital expense, and many providers require lengthy maintenance contracts. With
cloud solutions like Talkdesk, all you need is a laptop or mobile device and a
headset for agents to be up and running in no time. Talkdesk’s intuitive and
easy-to-use architecture can be configured using  “clicks, not code” effectively
removing the complexity from deploying, administering and using your contact
center platform.


THE COMPREHENSIVE GUIDE TO REDUCE COSTS AND IMPROVE EFFICIENCY IN THE CONTACT
CENTER

Use this guide to explore the various ways in which you can get the most out of
your contact center investments through integration, automation and leveraging
cloud-native products. Learn how you can reduce your costs and improve your
efficiency so you can deliver the best customer experience.

START NOW


KEEP YOUR WORKFORCE HIGHLY ENGAGED WITH CUTTING EDGE TECHNOLOGY

Staffing costs account for 50 to 70 percent of a contact center’s operational
budget on average. Furthermore, replacing an individual employee can range from
one-half to two times that employee’s annual salary. Keeping these costs down
requires effective resource planning and a highly engaged workforce, which can
reduce attrition by up to 24% in high-turnover environments. While Workforce
Engagement Management (WEM) tools can help drive both of these outcomes, it’s
important to ensure that they are cloud-native, tightly integrated with your
other contact center technology, and provide an intuitive user experience for
administrators, supervisors and agents. Best-in-class WEM solutions can help
reduce costs even further by using artificial intelligence (AI) to help optimize
processes and automate manual tasks.


CUSTOMIZE YOUR INTERACTIONS FOR BETTER CUSTOMER RETENTION

Times of crisis bring unprecedented challenges to businesses. With the COVID-19
pandemic, for example, travel and hospitality companies were impacted by travel
advisories or restrictions, resulting in cost consequences of at least $24
billion in foreign spending alone. This has caused tremendous spikes in customer
demands, highlighting the importance of maintaining a successful communication
system in order to retain customers. Customizing IVR menus and routing options
is a great way to deflect common questions to automated systems or redirect
customers to a special group of agents and thus increase overall satisfaction.


Another option would be to introduce some self-service options into your
customer service strategy. AI-infused tools can greatly help your customers help
themselves before they even get to one of your agents. These tools will further
help you customize every interaction, automatically recognizing who the customer
is and what steps to taken in order to solve his/her problem.


An AI-powered virtual agent, for example, can act as first line of defense by
analyzing speech and detect easily-solvable issues, then recommending best
course of action for resolution. In case of a more complex topic, the virtual
agent will immediately route the customer to the best agent who’ll be able to
handle it. Deploying an intelligent knowledge base is an alternative method that
can help your customers to quickly find the information they are looking for on
their own time.


In today’s rapidly changing business environment, leaders need to make rapid
decisions focused on improving efficiency and reducing costs. Having the right
tools in place that your team can leverage from anywhere will allow your
organization to minimize disruptions and focus on key opportunities.


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as described in our Privacy Notice.




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JOÃO SAFARA

João Safara has extensive experience in content production and management, and
enjoys balancing that with people-driven initiatives such as supporting
diversity and employer branding. In his free time, you can find João surfing
through crime novels, relaxing at the nearest beach or imagining ways to create
a more equal and positive society.

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OTHER BLOG POSTS.

Business Continuity

THE COST OF LOSS: WHY YOU NEED SECURITY BUILT INTO YOUR PLATFORM

By João SafaraOct 26, 2020

Business Continuity

A SMARTER APPROACH TO CALL DEFLECTION AND SELF-SERVICE

By João SafaraOct 21, 2020

Business Continuity

5 KEY SELF-SERVICE METRICS TO WATCH FOR REDUCING COSTS

By João SafaraOct 16, 2020

Business Continuity

CASH IS KING: MOVE TO OPEX TO KEEP CASH ON HAND

By João SafaraSep 15, 2020

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