Making the Virtual Call Center a Reality

By Barney Beal, SearchCRM.com

The contact center as it is has long been envisioned, with long rows of agents seated at their desks, tethered to their headsets and computers, and watched over by managers walking up and down the aisles, is undergoing a transformation.

Now, thanks to rapid technological advancements in Internet Protocol telephony and hosted software, a contact center can look more like a group of people working from their home office or kitchen, being monitored via technology. These emerging centers without a physical location, or virtual contact centers, are providing an alternative to the outsourcing craze. Companies forced to cut expenses, but concerned with falling customer satisfaction numbers, are increasingly turning to home-based agents.

Yet moving to a virtual contact center requires careful planning and investment.

For this complete story, please visit Making the Virtual Call Center a Reality.