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Client Virtualization Enables Green Customer Care Centers: A Cox Communications Case Study

Hosted Application Virtualization Allows Workers To Bring The Call Center Home

July 11, 2008

Authors

  • By Natalie Lambert,
  • Christine E. Atwood
  • with Elizabeth Herrell,
  • Walid Saleh

Why Read This Report

As part of an initiative to differentiate its customer care centers to attract top talent, Cox Communications turned to hosted application virtualization to enable its care agents to work from home. Over the past three years, Cox has embraced home workers in two of its Arizona care centers, with hopes for continued expansion. Why? Because Cox has seen significant benefits of its teleworker program, including improved agent productivity, a reduction in necessary office space (leading to lower costs), improved disaster recovery preparedness, and an overall reduction in the carbon footprint associated with running a call center. Over the next year, Cox will roll out its teleworker program to more agents, proving that a virtual care center is just as good, if not better, than a physical one.

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