I spend a lot of my time helping our partners to understand how cloud-based contact centres are different to traditional on-premise solutions, but also giving them easy ways to pass that information on to their sales people and their customers.
One of the ways I do this is using the Crossrail logo. Crossrail is a massive project currently underway in London. It will connect the railway lines coming in from the west of London to the railway lines coming in from the east of London. For the first time you will be able to continue your journey on through the City without having to disembark, travel around the London Underground, and then jump on another train.
Crossrail connects the West to the East.
The reason I love the logo is that it explains exactly what CrossRail does! It’s also a very accurate representation of what we do as a business as well!
We enable clients to take calls in from multiple inbound numbers whether in one or many countries. We bring them into a single platform where they can be personalised, prioritised and queued before being routed out to any of a client’s agents anywhere in the world.
A call could come in from Portugal and get answered by someone in the US, or come in from Japan and be answered by someone in Spain. The client sets up the call plan and we deliver the calls.
Once you have the Crossrail logo in your mind you can then start asking fantastic business questions.
- Where are your customers?
- What numbers are they calling?
- Where are your employees?
- What languages do they speak?
- How are your teams made up?
- What happens out of hours?
- What experience do you want your customers to have?
By forgetting about the physical location of your contact centre, or of any hardware, you can start to focus on your customers and ensuring you get the right caller, to the right agent wherever they are in the world.
I hope the Crossrail logo helps you to understand cloud contact centres and helps you to explain what we do to your customers and other members of your team.
What other analogies do you use to explain cloud services? I’d love to know your thoughts in the comments below.
I hope this post has been useful. If so, please subscribe in the sidebar and share with your network.
