Business Continuity for your Contact Centre

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Has your business adapted to the ‘New Normal’?

The pandemic made working from home an overnight reality for many businesses. According to the recent Contact Babel “The Inner Circle Guide to Cloud-Based Contact Centre Solutions“, 84% of contact centres recently moved from a centralised office environment to being mainly home-based to ensure business continuity, driven entirely by cloud.

While the move to the cloud was in many cases urged by the need for business continuity during the COVID-19 outbreak, the shift to a remote working environment is set to be a more permanent trend. With working from home becoming the new normal, contact centre solutions will be trialed and tested to ensure the high standard of customer service that consumers are expecting as well as the cost-effective running of the contact centre.

In order to assess your current level of customer service, ask yourself the following questions:

  • Are we meeting customer expectations?
  • Can we handle spikes in demand and deal even with more complex or emotional enquiries?
  • Do we deliver personalised experiences on the channel of our customers’ choice, including video?

Now moving on to determining the operational efficiency of your contact centre:

  • Is my team working effectively?
  • Is efficiency effected if agents work from home?
  • Am I managing my remote workforce optimally?
  • Do I operate cost-effectively?

If the answer is yes to all of the above, you might have already found a future-proof contact centre solutions. However, if some of those questions raise potential shortfalls, speak to us.

Test-drive Enghouse Cloud Contact for free!

We are offering a limited number of licences to trial Enghouse Cloud Contact, our easy to deploy, all-in-one cloud contact center platform. Whether you need to virtualise your contact centre quickly to respond to the ongoing challenges of the pandemic, including the flexibility to scale and burst capacity to manage spikes in contact volume, or whether you look for a feature rich solution along with an extensive set of reporting, call recording, agent evaluation tools, workforce management and advanced integration capabilities – Enghouse Cloud Contact is the solution for your profitable, customer-centric business.

Enghouse Cloud Contact can be set up and operational in just hours. Your agents will be able to work from anywhere with just a PC, Internet Connection and Headset. Complete the form and we will be in touch within 24 hours to discuss your requirements.

*Subject to technical compatibility