To meet their customer interaction needs, enterprises have traditionally established brick-and-mortar call centers that can take as long as 14-16 months to complete and cost as much as $15 million.
To overcome these challenges, companies today are considering investment in virtual call centers, which are set up with home-based agents or a combination of home-based and traditional call center agents. This paper overviews essential best practices for deploying a virtual call center. Each best practice is discussed in relation to how it supports the complete lifecycle of the call center and explores key technologies needed to enable it across businesses. |
