January 28, 2015

5 Key Elements for a Successful Virtual Contact Center

We all know the saying, “Rome wasn’t built in a day.” Well, the same can apply to a Virtual Contact Center — although we’re getting closer.

Not too long ago, the Genesys customer experience team set out on a journey to transform the way it engages with customers and prospects, and it started with replacing its legacy infrastructure. The team made the move to a cloud contact center to support its 21 employees spread across 8 countries and 11 different languages. Like any mission-critical project, determining the resources needed, gathering the requirements, implementing the design, carrying out rigorous testing and ensuring quick deployment were all part of the 6-week roll-out.

So, what made this a success, you may ask? Below are five key elements to ensure the successful transition to a virtual call center — take a look:

Cost Savings — deploy quickly with no CAPEX, while improving operational expenses and agent productivity
Virtualized workforce — support a global workforce in multiple languages over multiple devices to let your agents work from anywhere
Teamwork and visibility — get your virtual team on the same page (literally) with unified reporting and business monitoring
Customization and personalization — customizing usage based on real-time needs is crucial, along with making it easy to adjust and scale where necessary
Improved customer experience — enables a direct impact on business performance by empowering you to provide a great customer experience

Want to learn more about cloud-based contact center solutions? Join us for a webinar on February 11 titled, See How A World-Class Customer Experience Was Built For the Pros! You’ll get great insight and hear about real-world experiences with virtual contact centers, including:

Proven best practices to deploy a global virtual workforce
Recommendations on how to utilize the best features for your CX team
Unique perspectives on lessons learned from migrating to the cloud

Genesys

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Genesys Cloud CX

Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service^®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.

5 Key Elements for a Successful Virtual Contact Center

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