Companies Fast-Tracking Move to the Cloud Amidst COVID-19 Related Articles How to Reduce Repeat Calls Fast? EU Companies Are Ready to Move to the Cloud Trends Transforming Cloud Contact Centres On-Premise vs. Cloud Computing: Which Is Best? © Quality Stock Arts - Adobe Stock - 128829602 249 Filed under - Contact Centre News, Coronavirus, NICE CXone NICE inContact has released the results of a survey conducted in April 2020, showing the impact the COVID-19 pandemic had on contact centres over the last weeks. Moreover, the expert for CCaaS asked contact centre decision-makers which trends they recognize will shape the future work in the contact centre. The results highlight a sharp increase in interactions due to COVID-19 and demonstrate how homeworking could become increasingly commonplace. Key results for the UK: 78% of contact centres in the UK report increased volume of interactions 51% report an increase in digital interactions, and self-service interactions also increased 43% of contact centres in the UK who are not using cloud today are planning to accelerate their move to the cloud as a result of the pandemic 53% of contact centres expect they will continue to have agents work from home after the outbreak Chris Bauserman, NICE inContact’s vice president of segment and product marketing, explained the results of the survey: “Contact centres have been on the front line during the COVID-19 pandemic and have had to manage increased demand in order to effectively support customers during these difficult times.” “Many contact centres, especially those using legacy on-premises software, have faced challenges enabling their agents to work from home safely, effectively and productively.” “With over three-quarters of UK contact centres experiencing a sharp rise in both voice and digital interactions since the start of the health crisis, it’s essential for them to operate not just a ‘business as usual’ service, but also to offer increased support for customers in their time of need.” “Cloud technology has proved invaluable as contact centres moved agents from an office to a home-based environment.” Chris Bauserman “The flexibility it provides for both businesses and agents has shown the true potential of the cloud, thus a high number of contact centres (43%) not using cloud today plan to accelerate their move to the cloud as a result of the pandemic.” “We also expect to see a shift in how contact centre workplaces are viewed once it is safe for agents to return to the office.” “Historically, contact centres have been almost exclusively focused on running from a physical office. However, the shift to working from home will remain even after the current crisis has passed, with 53% planning to keep agents working from home after the crisis. This is even more relevant for those businesses already operating in the cloud.” The survey was conducted with nearly 800 contact centre decision-makers globally, including 94 in the US, 103 in Canada, 300 in the UK and 300 in Australia. Author: Robyn Coppell Published On: 29th May 2020 - Last modified: 2nd Jun 2020 Read more about - Contact Centre News, Coronavirus, NICE CXone Recommended Articles How to Reduce Repeat Calls Fast? EU Companies Are Ready to Move to the Cloud Trends Transforming Cloud Contact Centres On-Premise vs. Cloud Computing: Which Is Best? Related Reports Webinar Replay: Improving Contact Centre Efficiency White Paper: Why You Should Migrate Your Customer Experience Operations Recorded Webinar: Treating Vulnerable Customers Fairly Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter