May 19, 2020

Is Your Business Connecting with the Cloud?

Business
Canada
The Cloud
John McMalcolm
3 min
Is Your Business Connecting with the Cloud?

In today's fast-paced world, consumers want to be able to obtain information and assistance from companies as easily and quickly as possible.

Access difficulty, long wait times and other issues can undermine the reputation of companies and cause them to lose customers.

In order to attract and retain customers more effectively, you have to make sure that your call center is fast, efficient and technologically advanced enough to meet their increasing expectations. This can be achieved by moving your call center to the Cloud.

Here is a look at how a Cloud-based call center can be beneficial to your business.

RELATED TOPIC: Safety in the Clouds 

Benefits of Implementing a Cloud-Based Call Center

Easy and Fast Deployment

An on-premise call center system requires the installation of a complete IT infrastructure, which includes hardware, software, telephony and other equipment. It can incur substantial investment costs and take a long time to deploy.

A Cloud-based call center, on the other hand, is much easier and faster to set up, because it is a service that is provided by a vendor through the Internet. It does not require special equipment, maintenance or software licensing fees. All you need is an Internet connection and a telephone or computer.

As the following article looks at, a Cloud call center can be deployed in just a matter of hours, and it can reduce your IT costs substantially and provide better return on investment.

Scalability

Another benefit of using a Cloud-based call center is that it is highly scalable.

It can be scaled up or down by simply adding or subtracting online resources according to your requirements. In the case of an on-premise system, you will have to acquire more hardware and software to handle increased call flow.

In the event that the call flow decreases, you may end up wasting resources.

Anytime, Anywhere Access

As the number of consumers using the Internet and mobile devices continues to grow, there has been an increase in demand for round-the-clock customer support.

A Cloud call center enables your company to provide on-demand support for your customers, that can be accessed at any time and from any place that has an Internet connection.

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Personalized Customer Service

With a Cloud-based call center, you can choose certain services to provide a personalized user experience for your customers. These services can be customized with customer demographics in mind, such as age, location or language.

Additionally, Cloud computing enables you to integrate different applications with the customer support ecosystem, such as purchase order management, billing software, business reporting, analytics and others.

According to a report released by Markets and Markets, the Cloud contact center market is projected to grow from $4.15 billion to $10.9 billion between 2014 and 2019, at a compound annual growth rate of 21.3 percent.

Some examples of Canadian companies that have already implemented Cloud-based call centers include ThinkTel, Sirius Canada and TELUS Sourcing Solutions.

If you want to stay competitive in today's business world, you should adopt Cloud call center technology as soon as possible.

About the Author: John McMalcolm is a freelance writer who writes on a wide range of subjects, from social media marketing to Cloud computing.

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Jun 12, 2021

How changing your company's software code can prevent bias

Deltek
diversity
softwarecode
inclusivity
Lisa Roberts, Senior Director ...
3 min
Removing biased terminology from software can help organisations create a more inclusive culture, argues Lisa Roberts, Senior Director of HR at Deltek

Two-third of tech professionals believe organizations aren’t doing enough to address racial inequality. After all, many companies will just hire a DEI consultant, have a few training sessions and call it a day. 

Wanting to take a unique yet impactful approach to DEI, Deltek, the leading global provider of software and solutions for project-based businesses, took a look at  and removed all exclusive terminology in their software code. By removing terms such as ‘master’ and ‘blacklist’ from company coding, Deltek is working to ensure that diversity and inclusion are woven into every aspect of their organization. 

Business Chief North America talks to Lisa Roberts, Senior Director of HR and Leader of Diversity & Inclusion at Deltek to find out more.

Why should businesses today care about removing company bias within their software code?  

We know that words can have a profound impact on people and leave a lasting impression. Many of the words that have been used in a technology environment were created many years ago, and today those words can be harmful to our customers and employees. Businesses should use words that will leave a positive impact and help create a more inclusive culture in their organization

What impact can exclusive terms have on employees? 

Exclusive terms can have a significant impact on employees. It starts with the words we use in our job postings to describe the responsibilities in the position and of course, we also see this in our software code and other areas of the business. Exclusive terminology can be hurtful, and even make employees feel unwelcome. That can impact a person’s desire to join the team, stay at a company, or ultimately decide to leave. All of these critical actions impact the bottom line to the organization.    

Please explain how Deltek has removed bias terminology from its software code

Deltek’s engineering team has removed biased terminology from our products, as well as from our documentation. The terms we focused on first that were easy to identify include blacklist, whitelist, and master/slave relationships in data architecture. We have also made some progress in removing gendered language, such as changing he and she to they in some documentation, as well as heteronormative language. We see this most commonly in pick lists that ask to identify someone as your husband or wife. The work is not done, but we are proud of how far we’ve come with this exercise!

What steps is Deltek taking to ensure biased terminology doesn’t end up in its code in the future?

What we are doing at Deltek, and what other organizations can do, is to put accountability on employees to recognize when this is happening – if you see something, say something! We also listen to feedback our customers give us and have heard their feedback on this topic. Those are both very reactive things of course, but we are also proactive. We have created guidance that identifies words that are more inclusive and also just good practice for communicating in a way that includes and respects others.

What advice would you give to other HR leaders who are looking to enhance DEI efforts within company technology? 

My simple advice is to start with what makes sense to your organization and culture. Doing nothing is worse than doing something. And one of the best places to start is by acknowledging this is not just an HR initiative. Every employee owns the success of D&I efforts, and employees want to help the organization be better. For example, removing bias terminology was an action initiated by our Engineering and Product Strategy teams at Deltek, not HR. You can solicit the voices of employees by asking for feedback in engagement surveys, focus groups, and town halls. We hear great recommendations from employees and take those opportunities to improve. 

 

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