The US Contact Center Decision-Makers’ Guide 2016: Virtual Contact Center Chapter

The US Contact Center Decision-Makers’ Guide 2016: Virtual Contact Center Chapter

Many contact centers operate the same way in which most were originally set-up—often a single, centralized site. Recently, there have been increasing business pressures—as well as an increase in technological opportunities—compelling companies to look at alternative ways of working, such as using virtual contact centers.

This chapter looks at alternatives to the 9-to-5, full-time, centralized ways of working, and investigates organizational structures that are utilizing virtual contact centers to remain competitive and flexible. Over 200 contact center managers and directors were interviewed. We will review their feedback on the following:

  • Virtual contact center commercial and operational benefits
  • Virtualization by vertical market
  • Effects of contact center virtualization
  • Reasons for not yet implementing a fully virtual contact center

To learn more, download the US Contact Center Decision-Maker’s Guide, The Virtual Contact Center Chapter.

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