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: