{"id":9392,"date":"2020-08-31T11:02:55","date_gmt":"2020-08-31T15:02:55","guid":{"rendered":"https:\/\/carolinadigitalphone.com\/?p=9392"},"modified":"2021-06-07T09:53:05","modified_gmt":"2021-06-07T13:53:05","slug":"up-up-and-away-5-reasons-your-business-needs-a-cloud-contact-center","status":"publish","type":"post","link":"https:\/\/carolinadigitalphone.com\/up-up-and-away-5-reasons-your-business-needs-a-cloud-contact-center\/","title":{"rendered":"5 Reasons Your Business Needs a Cloud Contact Center"},"content":{"rendered":"\n<p>Recently, <a href=\"https:\/\/carolinadigitalphone.com\/how-covid-changed-the-world\/\">we highlighted<\/a> that during the coronavirus pandemic many businesses with legacy (on-premise) contact centers are struggling to pivot to a remote working setup. As a result, they are being inundated with unhappy customers who, instead of speaking to a human being, are being put on hold and told that \u201ctheir call is very important\u201d over, and over, and over again.<\/p>\n\n\n\n<p>Fortunately, the solution to this anti-customer bottleneck is simple and proven: switch to a cloud contact center. Here are the five key advantages:<\/p>\n\n\n\n<ol class=\"wp-block-list\"><li>Instant Scalability<\/li><li>Business Continuity<\/li><li>Boost Employee Performance<\/li><li>Increase Customer Satisfaction<\/li><li>Strengthen Security<\/li><\/ol>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-1-instant-scalability\"><strong>1. Instant Scalability<\/strong> <\/h2>\n\n\n\n<p>Adding new customer service agents to the roster is fast and affordable. There is no need to purchase, install, and configure voice modules, expansion I\/O cards, add-ons, servers, or storage. What\u2019s more, there is no need to hire expensive IT staff to run and maintain the system, because everything is handled by off-site specialists, including ongoing updates and upgrades.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-2-business-continuity\"><strong>2. Business Continuity<\/strong><\/h2>\n\n\n\n<p>A local power outage doesn\u2019t trigger customer revolt or employee chaos, because a cloud contact center uses a geographically-dispersed cloud infrastructure. Power automatically shifts elsewhere during a blackout and shifts back when things are back to normal.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-3-boost-employee-performance\"><strong>3. Boost Employee Performance<\/strong><\/h2>\n\n\n\n<p>A cloud contact center features <a href=\"https:\/\/carolinadigitalphone.com\/contact-center-dashboard\/\">customizable dashboards<\/a> with real-time granular insights of an agent, team, and overall performance. Supervisors can use this actionable intelligence to establish best practices, identify training opportunities, enforce compliance, and reward top performers.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-4-increase-customer-satisfaction\"><strong>4. Increase Customer Satisfaction<\/strong><\/h2>\n\n\n\n<p>A cloud contact center minimizes the need for customers to wait on hold since agents can work from anywhere. Including a home office (and without having to install a separate phone line). Also, agents can use features like presence to ensure that colleagues are available before transferring a live call. And they can also follow each customer\u2019s journey across multiple channels (voice, messaging, and chat). All of this improves first call resolution (FCR). Research by <a href=\"https:\/\/www.sqmgroup.com\/resources\/library\/blog\/top-5-reasons-improve-first-call-resolution\" target=\"_blank\" rel=\"noreferrer noopener\">SQM Group<\/a> has found that every 1% improvement in FCR increases customer satisfaction by 1% and lowers operating costs by 1%.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-5-strengthen-security\"><strong>5. Strengthen Security<\/strong><\/h2>\n\n\n\n<p>A cloud contact center houses data in a secure tier 1 data center. Which is further safeguarded by strong enterprise-grade physical and network security that is monitored by on-site specialists. This is a level of protection that most small and mid-sized organizations cannot provide, but definitely need to given the enormous costs and consequences of a data breach.<\/p>\n\n\n\n<p>Ready to make the switch and enjoy all of these advantages? Get in touch with us today for a guided tour of our flexible, feature-rich, future-proofed, and highly affordable cloud contact center solution.<\/p>\n\n\n\n<p><strong><em>Call us at (336) 544-4000. Or chat with us during business hours by clicking the chat icon on the bottom of your screen. We are a local Greensboro, North Carolina-based business with over<\/em> 100 5-star reviews!<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Recently, we highlighted that during the coronavirus pandemic many businesses with legacy (on-premise) contact centers are struggling to pivot to a remote working setup. As a result, they are being inundated with unhappy customers who, instead of speaking to a human being, are being put on hold and told that \u201ctheir call is very important\u201d over, and over, and over again. Fortunately, the solution to this anti-customer bottleneck is simple and proven: switch to a cloud contact center. Here are the five key advantages: Instant Scalability Business Continuity Boost Employee Performance Increase Customer Satisfaction Strengthen Security 1. Instant Scalability Adding&#8230;<\/p>\n","protected":false},"author":11,"featured_media":18310,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17,226,256,246,79],"tags":[101,245,344],"class_list":["post-9392","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","category-business-growth","category-business-technologies","category-cloud-based-telephone-system","category-voip-phone-system","tag-business-continuity","tag-scalability","tag-security"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>5 Reasons Your Business Needs a Cloud Contact Center<\/title>\n<meta name=\"description\" content=\"The solution to this anti-customer bottleneck is simple and proven: switch to a cloud contact center. 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Here are the 5 key advantages\" \/>\n<meta property=\"og:url\" content=\"https:\/\/carolinadigitalphone.com\/up-up-and-away-5-reasons-your-business-needs-a-cloud-contact-center\/\" \/>\n<meta property=\"og:site_name\" content=\"Carolina Digital Phone\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CarolinaDigitalPhone\" \/>\n<meta property=\"article:published_time\" content=\"2020-08-31T15:02:55+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2021-06-07T13:53:05+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/e7qri4rvyto.exactdn.com\/wp-content\/uploads\/2020\/08\/call-center-team-scaled-scaled.jpg?strip=all&lossy=1&ssl=1\" \/>\n\t<meta property=\"og:image:width\" content=\"1920\" \/>\n\t<meta property=\"og:image:height\" content=\"1280\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Eric Lyon\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@PBXinTheCloud\" \/>\n<meta name=\"twitter:site\" content=\"@PBXinTheCloud\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Eric Lyon\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/carolinadigitalphone.com\\\/up-up-and-away-5-reasons-your-business-needs-a-cloud-contact-center\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/carolinadigitalphone.com\\\/up-up-and-away-5-reasons-your-business-needs-a-cloud-contact-center\\\/\"},\"author\":{\"name\":\"Eric Lyon\",\"@id\":\"https:\\\/\\\/carolinadigitalphone.com\\\/#\\\/schema\\\/person\\\/e6a34bdf94d8e0e1e88a6f23cdc148f3\"},\"headline\":\"5 Reasons Your Business Needs a Cloud Contact Center\",\"datePublished\":\"2020-08-31T15:02:55+00:00\",\"dateModified\":\"2021-06-07T13:53:05+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/carolinadigitalphone.com\\\/up-up-and-away-5-reasons-your-business-needs-a-cloud-contact-center\\\/\"},\"wordCount\":470,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\\\/\\\/carolinadigitalphone.com\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/carolinadigitalphone.com\\\/up-up-and-away-5-reasons-your-business-needs-a-cloud-contact-center\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/carolinadigitalphone.com\\\/wp-content\\\/uploads\\\/2020\\\/08\\\/call-center-team-scaled-scaled.webp\",\"keywords\":[\"business continuity\",\"Scalability\",\"security\"],\"articleSection\":[\"Blog\",\"Business Growth\",\"Business Technologies\",\"Cloud-Based Telephone System\",\"VoIP Phone System\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/carolinadigitalphone.com\\\/up-up-and-away-5-reasons-your-business-needs-a-cloud-contact-center\\\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/carolinadigitalphone.com\\\/up-up-and-away-5-reasons-your-business-needs-a-cloud-contact-center\\\/\",\"url\":\"https:\\\/\\\/carolinadigitalphone.com\\\/up-up-and-away-5-reasons-your-business-needs-a-cloud-contact-center\\\/\",\"name\":\"5 Reasons Your Business Needs a Cloud Contact Center\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/carolinadigitalphone.com\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/carolinadigitalphone.com\\\/up-up-and-away-5-reasons-your-business-needs-a-cloud-contact-center\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/carolinadigitalphone.com\\\/up-up-and-away-5-reasons-your-business-needs-a-cloud-contact-center\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/carolinadigitalphone.com\\\/wp-content\\\/uploads\\\/2020\\\/08\\\/call-center-team-scaled-scaled.webp\",\"datePublished\":\"2020-08-31T15:02:55+00:00\",\"dateModified\":\"2021-06-07T13:53:05+00:00\",\"description\":\"The solution to this anti-customer bottleneck is simple and proven: switch to a cloud contact center. 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