One in a series of "20 Reasons to Host Your Contact Centre in the Cloud."
Sometimes, getting to work can be difficult or impossible. Snow tires aren't cheap and standing on railway platforms for hours isn't my idea of fun.
From a business perspective, you need to think about business continuity planning. What happens if some or all of your staff can't get to work? Can your business continue to function?
Consider this potential disaster:
One NewVoiceMedia (now Vonage) customer had only just deployed their cloud call centre solution when the snow hit. Their staff couldn't get to work, their customers couldn't get to work, and they had a national ad coming out that day. So many more calls arrived and no one was there to take them. Was this a disaster? Luckily not.
The call centre supervisor, also stuck at home, simply instructed the agents to log in through their home phone number. Calls arriving to the business were still directed to the right agent, only this time their home phone rang. They took the calls and had their busiest day of the year without any worries.
So no matter if you view the built-in flexibility of a cloud call centre as green, disaster recovery proof, or economically prudent—at least you won't get cold.