If ever there was an acronym to describe our current situation, it would be VUCA. What does is stand for? Very Uncertain about Cloud Architecture? For many companies, this would be accurate prior to COVID-19. However, due to the significantly changed circumstances we now find ourselves in, organisations have been forced to welcome cloud technologies as their saving grace in with many teams at home.
Conventionally, VUCA actually stands for volatility, uncertainty, complexity, and ambiguity. Four traits I believe the whole world can relate to during this time. To ensure the safety of employees, many organisations have very quickly implemented flexible arrangements such as home working or systems which require some teams to work from home and some in the office to ensure social distancing. In many cases, a rapid move to the Cloud has enabled these types of working.
However, it’s important to note that while this shift to working from home via the Cloud was indeed rapid, it isn’t new — this has been slowly coming for years. Because voice technology is so important, contact centres are generally conservative when it comes to adopting new technologies, resulting in many sticking with their tried and true on-premises equipment. The primary reasons for their reluctance being, data security and sovereignty, lack of feature parity, its perceived reliability, and the desire to make most of existing investments
Whilst data security and sovereignty remain a concern, the following three cloud benefits outweigh the aforementioned concerns. They are, flexibility, agility, and scalability.
Three Key Benefits of the Cloud
These three key benefits of cloud have been adequately demonstrated by the impacts of COVID-19 – impacts that are likely to continue for up to 18 months in this VUCA environment.
Whatever the next months may look like, leaders need to make decisions about their organisational infrastructure that will work for the immediate future as well as years down the line. The flexibility of cloud-based contact centres enables employees and organisations to have a choice of flexible working structures based on what meets their needs best. It also enables organisations to make employees available quickly to meet volatile call demand.
Now more than ever, organisations are required to make quick and nimble decisions at all levels of the business. The agility offered by cloud solutions gives organisations the tools to make changes quickly. Adding new features to match demand, turning on new channels to help spread load in a complex scenario.
Depending on the sector, most contact centres have either needed to significantly scale back or ramp up on staff. Scalability ensures organisations can quickly add or reduce capacity if they are uncertain about demand levels.
Optimized for the Cloud
What doesn’t change when you migrate your contact centre to the Cloud is the need for the right headset. With customer service representatives working from home, organisations must invest in high-quality devices to ensure their people sounds professional and conversations are clear. In addition to the voice and audio of the headset, the durability of these devices is also important to ensure customer conversations are not lost or interrupted due to malfunction.
It’s also important to be able to manage these headsets remotely because cloud communication solutions are updated regularly, and the headset needs to be able to match these. Our Plantronics Manager Pro headset analytics and management solution allows you to gain insights into the success of your headset deployment, centrally manage and drive headset adoption, monitor your team in real-time from anywhere, and can be integrated into existing business systems.