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The Benefits of Changing Over to a Hosted Call Center

July 09, 2012
By Erin Harrison, Executive Editor, Cloud Computing

Change is one of those things that some of us push off until either a) we are forced to change or b) it’s too late.

In a recent blog post, inContact’s Michelle Burrows recalls lessons from the book, “The Power of Habit – Why People Do What They Do in Business and in Life,” which looks at why we sometimes resist even positive changes in our lives and the process of change itself.

As in with our personal lives, if we don’t have a plan in business to make certain changes, most likely we will fail. When it comes to the technology communications space, success in part is based on your ability to change faster than your competition, customers and business.

In the call center, for example, some businesses are resistant to change, for fear of the unknown.

“When I talk to customers of our call center software, I hear echoes of what I experienced in making changes. They suffer through equipment that doesn’t always work as promised, systems that don’t integrate, and limitations inherent in their existing systems,” Burrows said.

However, Burrows has also encountered customers who have moved to a cloud-based call center.

“Once they are ‘healthy’ – getting the metrics they need, saving on operational costs and have their systems integrated together, they wonder, ‘what took me so long?’” wrote Burrows.

Through a webinar, inContact makes it easy for businesses to evaluate whether your contact center is “healthy” and find out if it makes sense to make some changes for your contact center. To learn more, check out inContact’s webinar: “Is It Time to Move Your Contact Center to the Cloud” featuring Art Schoeller, principal analyst at Forrester Research (News - Alert), Inc.

According to Burrows, you’ll learn what you should evaluate in considering such a change and if now might be the time to consider.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.

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Edited by Amanda Ciccatelli

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