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September 17, 2007

Virtual Contact Centers Growing in Popularity

By Stefania Viscusi, TMCnet Assistant Editor

As the demand for quality services that deliver on changing customer needs increases, the virtual contact center is becoming a popular option for its ability to create global visibility and control.
 
With the virtual contact center, web-based tools make it possible for important tools and reports to be accessed and utilized from any location where there is an Internet connection.
 
Also, because the virtual contact center is Web-based, agents can be located all over the world and businesses can grow their operations without the need to open facilities in physical locations around the world.
 
This saves lots on overhead and investments and leaves room for the contact center to concentrate on its main focus—the customer.
 
With the virtual contact center, the customer experience is improved by reduced wait times as well as improved routing capabilities that connect callers with agents who can best serve their needs.


 
Studies have also shown that agents do a better job in the virtual contact center as they are happier with being able to work from where they want. And projecting this good attitude on callers helps to strengthen experiences and loyalty.
 
For these reasons, today's businesses are increasingly choosing the virtual contact center to drive improvements and deliver on their goals.
 
 
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Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.
 

(source: http://www.tmcnet.com/channels/virtual-contact-center/articles/10873-virtual-contact-centers-growing-popularity.htm)
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