The business landscape across the board is rapidly getting on board with incorporating sustainability into their processes—as a result of both increasing regulations and businesses realizing the benefits this can bring in.
Green contact centers are a result of this sustainability focus in the CX delivery space. They aim to reduce the environmental impact of contact center operations through initiatives like remote working, cloud technology adoption, and green facility standards implementation.
The World Economic Forum revealed that 39% of all carbon emissions come from buildings, with 28% of it being attributed to operational emissions. This means that contact centers can be a key player in reducing global carbon emissions.
With sustainability goals becoming a more commonplace objective set by businesses, green contact centers can be a great option to drive their achievement.
Sustainability goals enabled by green contact centers
One of the most important and common objectives of sustainability initiatives is to reduce carbon emissions. Green contact centers can directly contribute to this goal by establishing remote work environments, energy-efficient practices, and green facility standards.
This can be accomplished to a great exchange by embracing cloud CX environments that offer businesses a range of modern operational capabilities that can empower them to take actions that could greatly reduce their carbon footprint.
Extending from this aim, another sustainability goal is the establishment of remote work. This means increasing the percentage of employees working remotely to reduce the need for large facilities, offices, and other infrastructure that consume energy.
This can also encompass the elimination of the daily commute of agents to offices, further reducing carbon emissions significantly. Green contact centers can enable the achievement of this goal by facilitating 100% remote work environments for agents.
KPIs with regard to sustainability such as energy consumption, carbon emissions, and waste generation can be set for contact centers. Regularly evaluating and reporting on these goals can help meet sustainability goals.
Sustainability goals not only contribute to better outcomes for the environment and the locale, it can also result in better outcomes for the business. Green contact centers can achieve goals for operational cost reduction by minimizing energy, utilities, and maintenance expenses.
ESG target achievement can also be simplified with the implementation of green contact centers—significantly simplifying the effort needed to demonstrate their environmental management principles.
Achieving sustainability goals in green contact centers through cloud migration
In terms of establishing green contact centers and driving the achievement of sustainability goals, cloud migration plays a uniquely powerful role.
CCaaS platforms can dramatically reduce energy consumption by eliminating the need for large office complexes or offsite data centers. Furthermore, they also enable businesses to optimize their resource utilization by facilitating flexible processes and scalable operations.
They also provide unique competitive advantages to businesses by enabling contact center operations to adapt to customer needs, regulatory requirements, and market dynamics.
Taking initiatives for CCaaS migration can facilitate the establishment of green contact centers—leading to a much smoother achievement of sustainability goals.