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Using Call Center Software to Enable the Virtual Contact Center
The virtual contact center model is becoming increasingly popular among businesses of all types. But, in order to ensure successful operations, companies need to implement a variety of call center software technologies to ensure the highest quality service across the entire network of agents.
What Is a Virtual Call Center?
Companies who move to a virtual call center model can realize significant advantages, including reduced overhead costs, broader employee selection, improved agent retention and greater continuity of service.
Best-in-Class Call Centers Go to the Cloud
Markets today are saturated with competitors operating in the delivery of commodity products, and companies seeking to differentiate themselves are leveraging best in class call center capabilities. This approach does not come without considerable cost, however, and to offset the budget crunch, a number of providers are moving to the cloud.
Executive Insight: Multi-Sourcing
In response to this overwhelming demand to do more with less, one of the most common solutions to “cheaper” has been to cut labor costs through labor arbitrage or multi-sourcing.
How 3 Contact Centers Were Empowered to Succeed
For years, companies have talked about the importance of the customer and what it means for the organization; but without actions to support the words, such campaigns mean very little.
Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis
This whitepaper presents the results of the TCO analysis for twelve (12) contact center configurations. Total cost of ownership is a valuable way to compare contact center acquisition/deployment alternatives. However, it should be viewed as one element in a comprehensive decision process.
No Hardware: Making the Case for a Hosted Call Center
When selecting a call center technology, many factors must be considered. The underlying strength of the technology is crucial. But the most important element is to select a solution that is in tune with the focus of the business: both short-term and long-term goals must be taken into consideration.
The Work-at-Home Agent: Model for Improved Customer Loyalty
This paper discusses options for deploying and managing a home-based agent model with the ultimate goal being increased customer loyalty. As the key driver in this model, other cumulative benefits result: higher agent productivity, reduced attrition, lower operational costs and stronger business continuity.