Suppliers to blame for concerns over contact centres in the Cloud
Posted by Rachel Fielding in Customer experience, Technology on Thu, 13/10/2011 - 01:09
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Computing suppliers are leaving UK businesses ‘cloudblind’ by failing to be straight with them about the service they provide, a new study has found.
Companies are getting cold feet over using cloud computing to run areas of their operations like contact centres, because they fear service providers are just not being open enough with them, the study of 750 CIOs and customer service directors found.
Despite the potential benefits of improved productivity, lower costs and improved employee satisfaction in the contact centre, more than a third of respondents highlighted loss of control as a cause for concern when adopting cloud services. A lack of service visibility (42%) and low confidence in suppliers also topped the list of concerns causing organisations to question whether cloud is right for them.
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