Hosted Contact Center Featured Article
Hosted Contact Centers Reduce Costs, Foster Happier Agents
In fact, hosted contact center technologies that leverage VoIP have been used by call centers as a way to reduce attrition rates and improve customer experiences.
Five9 is one company offering support for a distributed workforce so agents can work from home and have a more rewarding job experience. The company’s agent application is browser-based and allows agents to work via an Internet connection just as though they were in the office.
Not only do hosted contact center capabilities improve employee morale, but supervisors and administrators also can remotely monitor agents regardless of where they’re located. This includes listening to recordings of interactions with customers, sending individual messages or broadcasting messages as needed.
At-home agents also help to lower call center costs including capital and operating expenses for both telecommunications equipment and lines.
A recent survey by Cisco (News - Alert) revealed that those who were able to work remotely experienced significant work-life flexibility, productivity and overall satisfaction increases.
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Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.