For Business Process Professionals

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	October 31, 2006 Virtual Contact Centers: What Are The Benefits? by Elizabeth Herrell with Simon Yates, Christine E. Atwood	Average: 9  (3 ratings)

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Executive Summary

Virtualized contact centers extend customer support to a wider group of employees who are not located within a physical contact center. Using IP technology and applications based on session initiation protocol (SIP), companies can connect to employees located in remote branches or home offices and provide expanded services and expertise to existing operations. With many companies prioritizing additional revenues from their existing customers, dispersing service from a wider pool of knowledge workers enables companies to broaden their portfolio of services, while also improving responsiveness to customer needs. IP contact centers support home-based agents, which often result in higher productivity and improved agent retention. However, to be successful, companies need to build processes and policies that support their virtual workforce in a secure environment, and ensure that remote workers are well-trained and support the company's culture.

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