Call Centers Heading to the Cloud

By Dennis McCafferty  |  Posted 06-17-2014 Email

If your organization's call center is premise-based, it's highly likely you'll be moving it to the cloud soon, according to a recent survey from Evolve IP and the Contact Center and Customer Care Industry Professional Network. The survey's accompanying "2014 North American Call Center" report reveals that CIOs and other decision-makers are determined to reduce call-center costs while boosting the reliability factor, and they believe the cloud can help them achieve this. They'd also like to improve the scalability of call-center operations. Concerns abound, however, when it comes to how the move will impact the customer experience and IT security, findings show. Another issue is the wealth of call-center agents who are either working from home (or are expected to telecommute in the near future) and the availability of business continuity and disaster recovery tech resources to accommodate them. Nearly 200 call-center employees, in addition to organization C-suite execs, managers and supervisors, participated in the research. For more about the survey, click here.

Dennis McCafferty is a freelance writer for Baseline Magazine.


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