Virtual call centers are a relatively recent invention, made possible by communications technology that gives remote employees secure access to corporate network resources. The idea behind a virtual call center is that the agent works from home or some other remote location, logging into the corporate system via a laptop or desktop computer.
There are a variety of benefits that can be reaped from deploying virtual call center technology. Because agents can be anywhere, it affords the company a new level of flexibility (think different time zones, varying call volumes), versatility (think being able to get the best agents regardless of location, being able to react to changing market demands) and resiliency (think built-in redundancies that keep things running even during disasters).
Despite the benefits of virtual call centers, it may not always be clear the best way to set up such a system. If you’re thinking of taking this route, be sure to attend the “Beyond Boundaries: Exploring the Virtual Call Center” session at INTERNET TELEPHONY Conference & EXPO West 2007, next month in Los Angeles, California.
This session, scheduled for Tuesday, September 11, 2007 from 2:30 to 3:15 p.m., is designed to help companies understand how to build a virtual call center that meets their specific business requirements, while at the same time eliminating walls and geographic limitations. Greg Pisano, director of market development at BlueNote Networks (News - Alert) and Paul Lutz, who heads up product marketing for Nortel’s multimedia applications division, will discuss the benefits and logistics of virtual call centers.
For customers, a virtual call center can result in enhanced service and faster responses to requests by the most appropriate agents. For companies, a virtual call center lends both agents and managers more flexibility, resulting in enhanced morale and lower turnover. Come to the session and learn for yourself how a virtual call center can help your company.
To learn more about virtual call centers, and the technology (including SOA) that makes them possible, by visiting BlueNote Networks’ TMCnet.com channel, SOA/Web Services. While you’re at ITEXPO, don’t forget to stop by booth #448 to see for yourself what BlueNote is up to.
What’s the best resource to learn about latest trends in the IP communications industry? Why, INTERNET TELEPHONY Conference & EXPO, of course. ITEXPO West 2007 is just around the corner—this year it’s being held at the Los Angeles Convention Center in California, Sept. 10-12. Register here. Preview sessions, speakers and exhibitors.
Mae Kowalke previously wrote for Cleveland Magazine in Ohio and The Burlington Free Press in Vermont. To see more of her articles, please visit Mae Kowalke’s columnist page. Also check out her Wireless Mobility blog.
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