{"id":223155,"date":"2020-01-31T07:45:09","date_gmt":"2020-01-31T15:45:09","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&#038;p=223155"},"modified":"2020-01-28T03:00:10","modified_gmt":"2020-01-28T11:00:10","slug":"dont-struggle-through-cloud-call-centre-fomo","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-gb\/blog\/post\/dont-struggle-through-cloud-call-centre-fomo","title":{"rendered":"Don\u2019t Struggle Through Cloud Call Centre FOMO"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text]FOMO \u2014 fear of missing out \u2014 can strike at any time, even in the call center.<\/p>\n<p>You\u2019ve read the reports and case studies and you\u2019ve heard from your peers: <a href=\"https:\/\/www.genesys.com\/en-gb\/resources\/genesys-prescriptive-migration-the-art-of-simplified-migration-with-proven-roi\" target=\"_blank\" rel=\"noopener noreferrer\">Upgrading to a better cloud call centre<\/a> is the path to success. That said, you also have a job to do \u2014 one that doesn\u2019t allow time for product investigations, t-chart comparisons and marketing-speak translations. You know you\u2019re missing out on the benefits of a cloud call centre. And you want a more promising solution \u2014 but you can\u2019t prioritize an upgrade right now. If this sounds familiar, you could be experiencing cloud call centre <a href=\"https:\/\/en.wikipedia.org\/wiki\/Fear_of_missing_out\" target=\"_blank\" rel=\"noopener noreferrer\">FOMO<\/a>.<\/p>\n<p>Cloud call centre FOMO is an underflowing current in the back of your mind that calls out to you each time an emerging issue is missed, anytime a customer complains or whenever a simple activity takes longer than it should.<\/p>\n<p><em>*Disclaimer: Anyone who hasn\u2019t upgraded yet likely will experience cloud call centre FOMO after reading this post.<\/em><\/p>\n<p>You\u2019re probably wondering what causes cloud call centre FOMO, if you really do have it and how serious your condition is. First, to determine if you have this condition, take this self-assessment.<\/p>\n<ul>\n<li>Do you feel unfulfilled by your current call centre software?<\/li>\n<li>Do your fingers ache from managing so many disparate systems?<\/li>\n<li>Are you experiencing narrowed vision when looking at data, employee workloads and customer satisfaction?<\/li>\n<li>Is your voice hoarse from extended conversations with IT over mundane tasks?<\/li>\n<li>Do you experience high levels of scheduling anxiety each month?<\/li>\n<li>Do high agent turnover rates have you feeling lonely?<\/li>\n<li>Have you gained weight while sitting around \u2014 waiting for employees to finish training?<\/li>\n<li>Are you losing sleep because you\u2019re overworked and feeling inefficient?<\/li>\n<li>Do you feel powerless when system changes need to occur?<\/li>\n<li>Are you overly fearful of system outages and security breaches?<\/li>\n<\/ul>\n<p>If you answered \u201cYes\u201d to at least three of these questions, you might have cloud call centre FOMO.<\/p>\n<p>But don\u2019t worry: There\u2019s a cure. You don\u2019t have to suffer from this condition any longer. The <a href=\"https:\/\/www.genesys.com\/en-gb\/platform\/genesys-cloud\" target=\"_blank\" rel=\"noopener noreferrer\">Genesys<sup>\u00ae<\/sup> PureCloud<sup>\u00ae<\/sup> application<\/a> is an all-in-one, cloud-native product that can put an end to your FOMO. Here\u2019s how.<\/p>\n<p><strong>Happy customers: <\/strong>Unify all communication channels, interactions and work items through omnichannel routing with the simple PureCloud interface. Easily design, monitor and tune the entire customer journey while delivering the <a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/omnichannel-desktop\" target=\"_blank\" rel=\"noopener noreferrer\">consistent omnichannel experience<\/a> your customers expect and deserve.<\/p>\n<p><strong>Happy employees:<\/strong> <a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/business-automation\" target=\"_blank\" rel=\"noopener noreferrer\">Enable employees<\/a> to talk, chat, video, or search for and find the expert they need to solve any issue via unified communication and built-in collaboration tools. You have smart employees; empower them.<\/p>\n<p><strong>Faster time to value: <\/strong>Eliminate uptime delays and in-depth training. With the PureCloud application, your cloud call centre can be up and running in weeks \u2014 not years \u2014 thanks to the availability of simple pricing models and quick installation.<\/p>\n<p><strong>Scalability: <\/strong>Easily add and create integrations that serve your organization and your customers today and tomorrow through secure APIs, prepackaged add-ons and the ability to extend functionality with a click of a button.<\/p>\n<p><strong>Security and resiliency: <\/strong>Meet all the needs within your call centre \u2014 whether it\u2019s during a peak season or a lull in activity. And know you \u2014 and your customers \u2014 are protected from outages and breaches.<\/p>\n<p><strong>Efficiency:<\/strong> Bridge your teams and information for effortless collaboration. The PureCloud application automates forecasting and scheduling across channels to optimize productivity and deliver on SLAs within budget.<\/p>\n<p><strong>Less complexity and more flexibility: <\/strong>Migrating to the PureCloud application can simplify all aspects of your call centre \u2014 and you won\u2019t get locked into any long-term contracts or hidden, complex pricing structures.<\/p>\n<p><strong>Increased interconnectivity: <\/strong>When your employees are well-equipped with the information and tools they need \u2014 channels, interaction types, customer context and performance insights \u2014 they can deliver the extraordinary experience your customers deserve. Remove the silos with a move to all-in-one PureCloud application.<\/p>\n<p><strong>Less reliance on IT: <\/strong>Empower agents to handle tasks and free up IT resources with the simple and friendly user interface of the PureCloud application.<\/p>\n<p><strong>Data-driven insights: <\/strong>Use interactive dashboards for a consolidated view of customers, agents and interactions \u2014 across all media types. And with the PureCloud application, you can access that information any time and from anywhere.<\/p>\n<p><strong>Focus on customers, not technology: <\/strong>Let agents handle different types of conversations simultaneously through tools, such as customer co-browse and screen share.<\/p>\n<p><strong>The Antidote for Cloud Call Center FOMO<\/strong><\/p>\n<p>When it comes to a diagnosis of cloud call centre FOMO, don\u2019t despair. With the right call centre product, you can be on the road to recovery \u2014 and feeling even better than before.<span style=\"text-decoration: underline;\">\u00a0Prescription:<\/span> Upgrade your call centre to PureCloud\u00a0 \u2014 stat \u2014 drink lots of fluids and call us in the morning. Our Customer Care team wants to make sure you\u2019re improving.<\/p>\n<p>Learn more with this tip sheet \u201c<a href=\"https:\/\/www.genesys.com\/en-gb\/resources\/twelve-signs-youre-ready-to-upgrade-to-a-cloud-contact-centre\">Twelve signs you\u2019re ready to upgrade to a cloud contact center<\/a>.\u201d[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text]FOMO \u2014 fear of missing out \u2014 can strike at any time, even in the call center. You\u2019ve read the reports and case studies and you\u2019ve heard from your peers: Upgrading to a better cloud call centre is the path to success. That said, you also have a job to do \u2014 one that [&hellip;]<\/p>\n","protected":false},"author":709,"featured_media":195399,"template":"","tax_priority":[],"tax_blogtype":[17751],"tax_blogcategory":[13125,13232],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-223155","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_blogtype-genesys-en-gb","tax_blogcategory-cloud-en-gb","tax_blogcategory-digital-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/223155","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/709"}],"version-history":[{"count":3,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/223155\/revisions"}],"predecessor-version":[{"id":224740,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/223155\/revisions\/224740"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/195399"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=223155"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=223155"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogtype?post=223155"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogcategory?post=223155"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=223155"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=223155"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=223155"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=223155"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=223155"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=223155"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=223155"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=223155"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=223155"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}