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Cómo trasladar su Centro de Contacto a la nube puede ayudar a reducir costes

Por João Safara

0 min de lectura

How Moving Your Contact Center To The Cloud Can Help Reduce Costs

With the rapid shift to the new normal of working remotely, organizations across the globe are struggling to find the appropriate infrastructure and strategy to keep operations up and running, while ensuring the safety and health of employees.

For many, this is more than just a shift in routine. The pandemic represents a challenge for business survival as some industries like travel and hospitality see a concerning decrease in demand, while many organizations struggle to keep up with high call volumes and effectively serve their customers. Talkdesk® provides companies with a unique opportunity to thrive under these challenging circumstances.

Es asequible para empezar

Las soluciones de centro de contacto locales suelen ser caras, complicadas de configurar y a menudo requieren actualizaciones periódicas y costosas. En cambio, las soluciones en la nube no exigen una fuerte cuota de entrada, lo que hace que la fase inicial del proceso sea mucho más fácil, barata y fluida. Incluso para las empresas que aún no están preparadas para adoptar totalmente la nube, se puede utilizar una opción de despliegue flexible para aumentar la infraestructura existente.

Optimice y amplíe la pila tecnológica de su centro de llamadas

On-premises technology can be rigid and inflexible, often requiring a significant investment every time you need to update or replace it to meet new business demands.  On the other hand, cloud solutions let you take advantage of diverse deployment models and seamlessly integrate with other cloud applications, so you can more easily adapt and optimize your customer service operations. Talkdesk AppConnect was designed to make that process even easier by offering a curated ecosystem of out-of-the-box integrations and value-add services that Talkdesk customers can try risk-free.

Ahorre en costes de instalación y mantenimiento

Con los sistemas locales, las implementaciones y actualizaciones representan un gasto de capital considerable, y muchos proveedores exigen largos contratos de mantenimiento. Con soluciones en la nube como Talkdesk, todo lo que se necesita es un ordenador portátil o un dispositivo móvil y unos auriculares para que los agentes puedan ponerse en marcha en poco tiempo. La arquitectura intuitiva y fácil de usar de Talkdesk puede configurarse con "clics, no con código", eliminando de manera efectiva la complejidad de implementar, gestionar y usar su plataforma de centro de contacto.

The Comprehensive Guide To Reduce Costs And Improve Efficiency In The Contact Center

La guía completa para aumentar la eficiencia y reducir los costes del centro de contacto

Utilice esta guía para explorar las diversas formas en que puede aprovechar al máximo sus inversiones en el centro de contacto mediante la integración, la automatización y el aprovechamiento de los productos nativos de la nube. Descubra cómo puede reducir sus costes y mejorar su eficiencia para que pueda brindar la mejor experiencia al cliente.

Mantenga a su fuerza laboral altamente comprometida con la tecnología de vanguardia

Staffing costs account for 50 to 70 percent of a contact center’s operational budget on average. Furthermore, replacing an individual employee can range from one-half to two times that employee’s annual salary. Keeping these costs down requires effective resource planning and a highly engaged workforce, which can reduce attrition by up to 24% in high-turnover environments. While Workforce Engagement Management (WEM) tools can help drive both of these outcomes, it’s important to ensure that they are cloud-native, tightly integrated with your other contact center technology, and provide an intuitive user experience for administrators, supervisors and agents. Best-in-class WEM solutions can help reduce costs even further by using artificial intelligence (AI) to help optimize processes and automate manual tasks.

Personalice sus interacciones para una mejor retención de clientes

Times of crisis bring unprecedented challenges to businesses. With the COVID-19 pandemic, for example, travel and hospitality companies were impacted by travel advisories or restrictions, resulting in cost consequences of at least $24 billion in foreign spending alone. This has caused tremendous spikes in customer demands, highlighting the importance of maintaining a successful communication system in order to retain customers. Customizing IVR menus and routing options is a great way to deflect common questions to automated systems or redirect customers to a special group of agents and thus increase overall satisfaction.

Another option would be to introduce some self-service options into your customer service strategy. AI-infused tools can greatly help your customers help themselves before they even get to one of your agents. These tools will further help you customize every interaction, automatically recognizing who the customer is and what steps to taken in order to solve his/her problem.

An AI-powered virtual agent, for example, can act as first line of defense by analyzing speech and detect easily-solvable issues, then recommending best course of action for resolution. In case of a more complex topic, the virtual agent will immediately route the customer to the best agent who’ll be able to handle it. Deploying an intelligent knowledge base is an alternative method that can help your customers to quickly find the information they are looking for on their own time.

En el cambiante entorno empresarial actual, los líderes deben tomar decisiones rápidas centradas en la mejora de la eficiencia y la reducción de los costes. Disponer de las herramientas adecuadas que su equipo pueda aprovechar desde cualquier lugar permitirá a su organización minimizar las interrupciones y centrarse en las oportunidades clave.


João Safara

João Safara tiene una amplia experiencia en la producción y gestión de contenidos, y disfruta compaginándolo con iniciativas orientadas a las personas, como el apoyo a la diversidad y la fidelización del capital humano. En su tiempo libre, se puede encontrar a João navegando a través de novelas policíacas, relajándose en la playa más cercana o imaginando formas de crear una sociedad más igualitaria y positiva.