Running WFM in the Cloud makes many things simpler for call centers. Here are just a few of the ways it does that.
First is the gear. There is none. You don’t have to worry about the load on your existing computing systems, you don’t have to worry about processor upgrades, increasing disk space, bringing down systems for updates, or anything else that has to do with running computers or networks.
Software is the same—only more so. Again, the host handles it top to bottom. That means there’s no installation (which sometimes can require a lot of work and maybe even a system interruption), no maintenance, and no upgrading on your part. All you have to do is use it.
Automatic Updates and New Tools
WFM in the Cloud is the simplest way to take advantage of new functionality and innovations. You may not be in touch with the current trends, or you just might not have the time or resources to implement them (think of things like gamification and forecasting tools). In the Cloud those new functionalities are implemented automatically.
What about security? The host provides that too, without burdening your IT department. A host has a huge financial imperative to ensure that its systems are bulletproof. That incentive is increased when there’s a hard SLA in place (never go into the Cloud without one.) So you can count on a quality provider having bullet proof security around the clock. That also means that you have enterprise-level backup and disaster recovery systems at work for you.
It goes without saying that if your system is hosted, it doesn’t suck up your precious IT people and resources managing and maintaining it. That includes fighting fires, training, and the myriad other things that pull IT people way from the critical work in front of them. When you’re in the Cloud, you become a burden to nobody.
With a WFM system in place, you’re going to be generating more and more data about your staff, and you’re going to be performing increasingly frequent and more complex analyses, reporting and forecasting with all that data. That data has to go somewhere—once you start generating data you run out of storage very quickly. In the Cloud that doesn’t present a problem. As your data volume grows Cloud storage is automatically provisioned—just one more thing you don’t have to think about.
Just as increased data means increased storage, increased computing means increasing performance capacity. You want to be able to use your WFM anytime for any task, but you don’t want it to slow down the rest of your computing infrastructure. When you run WFM in the Cloud, the processing load never impacts the rest of your operation.
That doesn’t mean it’s a silo. Rather, you’re now using one type of hybrid cloud: a mix of on-premise and in-the-Cloud systems. Of course, you have to make sure that the WFM you’re using is capable of integration—both with specific ACD/CTI/IVR systems, and through APIs that allow far broader integration.
With a staff structure that includes home agents, WFM in the Cloud ensures that using the system for your remote staff is simple, since a Cloud system is designed for anywhere/anytime access. There’s simply no better way to do it.
About Half the List
This scratches the surface of how Cloud WFM can simplify and strengthen your staffing. There’s a lot more: but I think you can see where I’m going. Dig deeper on your own here (or give us a call 770-729-8589) and learn more about how the Cloud simplifies things for your staff, your systems, and yourself.
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