Contact centers are increasingly turning to Voice over Internet Protocol (VoIP) to run their operations, and the interest in "virtual call centers" is driving much of that change, according to some recent research.
VoIP is helping enterprises to do away with their large call centers -- with rows and rows of agents being monitored by on-site managers -- and turn to the "virtual call center," a strategy of distributing agents across multiple locations, including home-based agents and offshoring.
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VoIP is helping enterprises to do away with their large call centers -- with rows and rows of agents being monitored by on-site managers -- and turn to the "virtual call center," a strategy of distributing agents across multiple locations, including home-based agents and offshoring.
Read More Article...
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