According to CEO of Contactual, Mansour Salame, “Contact center managers must realize that their technology and infrastructure must be nimble enough to respond to future trends and the only way to do that is to adopt a cloud-based solution.”
These three trends, posted on Destination CRM, are:
1) Proliferation of home based agents
2) Customer service through social networking
3) Transformation of the contact center agent into a revenue generating representative
When I read this article, the question that I started thinking about was: what exactly is the relationship between cloud contact centers and these trends? Contact centers have definitely enabled companies to take advantage of these trends, and they could also be called “benefits” of cloud call centers, if they were phrased in marketing jargon. But the trends of businesses employing more home based employees, using different methods of social networking, and pushing to generate more revenue through CRM, are all broader trends today. They apply to a variety of businesses, beyond the industry of contact centers.
Were these trends not within reach of contact centers until cloud computing came about? Did the existence of cloud contact centers spur further growth of these trends? How will the trends develop in the future, in light of the growth of cloud contact centers?
Related posts:
- Cloud Call Centers: Big Businesses Play Catch Up with Small Businesses
- Following the Trends? Fonality’s Repositioning to Cloud Telephony
- DMG Consulting Awards Contactual as Leading Solution
- Improving CRM Through Call Centers and Social Media Tracking
- End of the Year Thoughts about Cloud Computing… and Cloud Telephony
