In a recent report Aberdeen outlines opportunities through which public cloud contact centres would deliver better customer experiences while attaining the objectives driving cloud technology adoption.
Optimising the Customer Experience through Cloud Contact Centres
Public Cloud Users Accomplish their Top Objectives
Using a public cloud delivery mode for customer care applications helps firms save the up-front capital expenditures of establishing an in-house contact centre, and rather switch to a subscription model where costs would vary based on system utilisation.
Figure 1 shows that public cloud contact centres do a far better job than in-house contact centres in reducing costs and other performance areas.
The cost saving associated with cloud deployment will however vary across each business. It is influenced by multiple factors, including the unique infrastructure needs impacting fixed costs for an in-house contact centre. It is also impacted by the number of licences needed through a cloud delivery model and the subscriptions fees per licence.
Best-in-Class versus Public Cloud Users
Despite public cloud users’ success in accomplishing the top objectives driving cloud technology adoption, comparing their performance to Best-in-Class contact centres shows that the former still has room for improvement, as seen in Table 1.
Adopting the below activities, that help Best-in-Class differentiate themselves, will allow public cloud users to maintain their ability to accomplish the objectives influencing their cloud technology adoption.
Roadmap to Join the Ranks of Best-in-Class for Better Customer Experiences
The activities that differentiate the Best-in-Class can be observed in two groups: customer interaction management and agent performance management.
Figure 2 illustrates the customer interaction management activities leveraged more widely by the Best-in-Class, compared to public cloud users.
Best-in-Class also excel in using the agent performance management processes outlined in Figure 3.
Public cloud contact centres can further improve their results in reducing unnecessary costs, improving revenue and retaining more clients year-on-year. Aberdeen recommends these businesses adopt the below activities to further improve their performance and align themselves with the Best-in-Class:
• Optimise your forecast of agent demand
• Optimise the scaling of your contact centre activities
• Empower agents with the right processes and technology tools
Aberdeen Group has been an international research partner of Nebula since 2010. With thousands of research documents, growing daily, Aberdeen’s research library helps enterprises and service providers discover the priorities and strategies of best-in-class enterprises.
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