When it’s not business as usual, technology strategy matters more than ever. And for the call center, it’s critical that IT teams deliver the right technology. This ensures that agents have the tools to personalize the customer experience.
Many outside forces impact IT decisions. Competitive pressures, the fast pace of digital and the constant need to navigate disruption all play a part. And, if disruption is too significant, there’s a massive ripple effect.
For example, things must change if your whole workforce becomes remote. The right cloud solution will bring it all together. But to find that solution, you need to consider several things. That means IT leaders must weigh their options carefully. They have to find the solution that will meet needs for all stakeholders.
Start here. Consider these six must-haves in your cloud-based call center technology to support a remote agent strategy.