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Virtual call centers accelerating cloud migration in 2020
by Paul Davenport Paul Davenport on

Virtual call centers have long been at the top of the wishlist for enterprises looking to cut costs through digital transformation, and 2020 is proving to be the year many leading consumer brands see their wishes come true.

When enterprises across the Globe were forced to set users up for work-from-home (WFH) in response to the COVID-19 outbreak back in March and April, many of those in customer experience (CX) departments were already ahead of the game. That’s because CX teams have long been transitioning from old-school customer support tech to new cloud- and internet-delivered solutions (ie. UCaaS, VoIP, etc.), making these teams among the early benefactors of enterprise cloud migration.

As a result, CX workers were largely already headed in the right direction pre-pandemic compared to other areas of the business in making their roles primed for the “work from anywhere” world we now all find ourselves in. That’s not to say the switch to the WFH call center was or has been seamless, or that teams were simply able to flip the ‘on’ switch on their WFH CX departments on Day One.

T-Mobile, for instance, took fast action when they had to shut down their 17 call center offices and send their 12,000 CX representatives home to work in response to the pandemic. According to an interview with CIO Magazine, the company deployed a “crack team of IT staffers” to dismantle the offices and send newly-sanitized equipment like multi-screen laptops out to their CX teams’ homes. But even with that extra unexpected step of arming newly remote workers with office equipment, T-Mobile’s CX team had long ago migrated from landlines to softphones, which greatly simplified what could’ve been a debilitating switch for the business.

Thirty-five percent of the CX workforce will WFH by 2023, according to a recent Gartner poll, which is up from 5 percent in 2017, thanks in large part to the agility these teams are afforded by cloud-delivered solutions. The research cites changes in labor practices and business continuity planning as chief factors motivating the trend (read: COVID-19).

But while many teams were able to effectively get their remote CX teams live, they likely didn’t have time to optimize their WFH transformations for the long-term. Now that the dust has settled on WFH migrations and teams are finally poised to evaluate what workers will stay remote and what won’t, IT can “take back the wheel” on their organization’s cloud migration and start steering it for long-term success. This includes better establishing connections to remote workers, as well as reevaluating the cloud-delivered tools they’re deploying for more agile or flexible solutions.

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Filed Under: industry insights

Tags: cloud management, network management, network performance monitoring, network monitoring, network transformation, digital transformation, cloud transformation, covd 19, cloud adoption, cloud migration, cloud computing, virtual contact center, virtual call center, cloud contact center, cloud call center, contact center, call center

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