The contact centre at home, last year's biggest trend
The corona pandemic has made working from home the norm. For many companies, this has meant a huge change, especially within the contact centre. Because how do you run your team as a contact centre manager when your employees are no longer in the same space? How does this affect the productivity and the sense of engagement?
But also: how secure is working from home, especially when you are dealing with sensitive customer information? Which hardware do your employees use at home? How do they connect remotely to the contact centre? What do you do when technical issues arise? How great – and desirable – is the dependence on the IT department?
Until recently, certainly at many government agencies and companies in the financial sector, there was often a preference for on-premise solutions, so that the platform could be managed in-house, and all customer data was stored on their own servers.
But necessity knows no law. When the pandemic made it impossible or undesirable for contact centre teams to work on-site, it became necessary to broaden the scope.
One of the solutions that more and more companies have been open to since then is the introduction of cloud technology in the contact centre. By means of this technology, an “any place, anytime, anywhere” culture suddenly becomes possible.
The great advantage of this is that the responsibility for the platform now largely rests with the supplier instead of the in-house IT organisation, which guarantees data protection thanks to all kinds of certifications in the field of security. Even if employees work from home.
Flexibility while maintaining security, that’s what matters.
Cloud contact centers are more efficient and have about 35% less downtime than on-premise tools.
CCaaS can be up to 27% cheaper than an on-premise strategy.
Cloud technology makes working from home a lot more interesting. Any staff member who works from home can save his employer thousands of euros.
About DDM
At DDM Consulting, we understand that a 'one size fits all' approach is unthinkable when it comes to choosing a customer contact platform. After all, every organisation is unique! That's why we offer you a wide range of renowned contact centre solutions, and provide advice based on over 20 years of experience in customer contact.
Evolution, not revolution
Together with you, we’ll evaluate your current contact centre processes and your requirements for the new platform. We’ll advise and assist you in developing more efficient workflows, driven and supported by AI wherever possible. Based on your priorities, we’ll create a dynamic roadmap that makes the transition to a new, improved contact centre manageable.
Proactively embracing cutting-edge technology
This roadmap remains central to the project, even after the new platform is up and running. It evolves with changes within your organisation and developments in contact centre technology. Our experts assess every new release to determine its value to you as a customer. They take the initiative, ensuring you always have the relevant knowledge at your fingertips.
Creative solutions for better customer contact
And if you're looking for specific functionalities that aren't (yet) available on the chosen platform, there is plenty of scope for in-house development of add-ons tailored to your needs. Our team possesses the business and technical expertise to achieve the maximum potential, even if you've opted for an out-of-the-box solution.
DDM Consulting provides the proactive and creative approach to your CX evolution!
