Everyone has heard of the enormous amount of benefits when migrating to the cloud, but what does that mean from a customer’s point of view? I mean nobody really wants to call into a contact centre… ever. Its no wonder the majority of calls end up in hang ups and frustration and most of the time it’s the fault of the call centre whether its lack of staff or technology.
The solution – move your contact centre to the cloud. But the great debate is whether this migration can do more than just save you money, can it actually improve your customer experience? A recent study by the Aberdeen Group indicates that yes, it can improve customer service. In fact, it showed abandonment rates were significantly lower in cloud contact centres compared with traditional call centres, with just 4.5% of calls abandoned.