An outbound call center is a customer service or sales operation that makes outgoing calls to customers or prospects. It's staffed with specially trained agents who work on-site, remotely, or may work for a business process outsourcer (BPO). Outbound call centers require unique technology, KPIs, and compliance requirements.

All businesses are using some type of cloud software these days, whether it be email, storage, CRM, etc. So why are so many companies that rely on customer experience for their business’ success still using old or on-premise call center software?

The COVID-19 pandemic has fundamentally altered every aspect of our lives. For government agencies, the stakes have never been higher. Agencies responsible for providing essential services to citizens have been forced to take drastic action in order to continue to provide those services while protecting employees that are fielding an exponential increase in call volumes.

Contact centers have been using call recording for years, and consumers have come to accept and expect to hear the words “ this call is being recorded for quality and training purposes” when calling in.

Most of the world has its eyes on the news about coronavirus and its potential business and human impact, and there is uncertainty and potential for disruption in the coming weeks. In order to maintain business operations, organizations are looking to rapidly prepare for the challenges today and will want to prepare ahead for the possibility of these events as part of their disaster recovery, just as they would for natural disasters.

Since 2006, cloud computing has expanded and advanced in incredible ways. While cloud computing is a staple in numerous organizations, less than half of contact centers have any form of investment in cloud technology. But, we see the rate of cloud adoption in contact centers rising every year now. Is your contact center ready to make the leap to cloud computing? Here are a few considerations to make as you prepare for the transition.

Citizens contact government agencies for a large variety of services on a very regular basis, and just like in the private sector, these agencies are challenged to keep up with changing customer expectations. There are new mandates within the government to use technology to improve the customer experience, while maintaining proper levels of safety and security with their data.