Virtual Call Centers Require Unified Communications
Thanks to recent and significant advancements in technology, the world is in somewhat of a state of upheaval. The way that people work and communicate is rapidly changing. Now that more users have learned the different ways in which they can leverage IT operations in their every day lives, they are expecting the same functionality from their employers. The ability to complete tasks on the go or from halfway around the world is more available than ever, and as a result, a greater number of enterprises are looking to develop distributed workforces.
But, staff members cannot be expected to shoulder the responsibilities of creating their own networks, so to speak. There has to be a level of involvement on the part of the company in order to ensure the maximum amount of compatibility and usability.
This is why, when looking to allow employees to work remotely, enterprises need to invest in an appropriate cloud phone system - ideally one enabled by VoIP. With one in place, there is nothing stopping companies from distributing any of their staff around the country, and that includes the contact center. As long as there is an effective unified communications strategy in play, businesses of all sizes will be able to harness the power of the Internet for all of their telecom needs.
Staff Members Need To Be Enabled With All Popular Platforms
VoIP is really just the beginning when it comes to unified communications deployments. It starts with VoIP telephony, but there are going to have to be other considerations made. As anyone working in an office will say, there are more platforms of connection being applied to daily operations than just voice. This is especially true for customer service sectors of any given company. Greater portions of the population are expecting to be able to connect to an organization via the means of their choosing without having to worry about it being an option that isn't offered. UC has to reflect that.
SMS texting and instant messaging were once novelties reserved for online chatrooms and teenage cellphone conversations. But as younger generations began entering the workforce and older employees started to adopt the channels for themselves, it became increasingly apparent that these modes of connection were useful for important messages.
One channel that has become increasingly important is social media. While not a means of communication in the traditional sense, it is starting to gain momentum as a tool through which customer service queries are made. This means that is is especially useful for contact center representatives looking to engage clients. The public nature of these services also makes them important to provide access to within call center software - immediate response will be critical in order to prevent PR disasters.
Streamlined Experience Essential To UC
More important than actually providing access to these resources, however, is getting them to work together in a cohesive fashion. Having to switch between multiple machines and interfaces can be taxing both on finances and employee productivity. This is where VoIP initiatives will be crucial, as moving voice to an IP line will allow it to operate with traditionally digital platforms.
It is that kind of endpoint flexibility that will best allow for employees to complete their goals from remote locations. Whether staff members simply wish to work from home a few days a week or perform the entirety of their responsibilities from an office out of state, VoIP will be critical to building the networks that will make this all possible. For those wishing to distribute and enable virtual call centers, unified communications assets will be especially important.