Presented By: Daniel Hong – Lead Analyst, Customer Interaction Technologies, Datamonitor, and JC Boissy, ProFlowers; Moderator: Sheri Greenhaus, Managing Partner, CRMXchange
On Demand Available - August 2008
Successful organizations need the flexibility to adapt and optimize their contact center operations in order to meet ever changing business needs. Legacy technology combined with high agent attrition make it increasing complex and costly to respond to market dynamics, often resulting in compromised customer service and missed opportunities.
How can contact center managers navigate the organizational infrastructure to cost-effectively and efficiently add resources and scale their operation? How can a combination of brick and mortar agents and home agents provide more optimized call coverage and better customer service? Is it possible to achieve visibility and control with best-in-class results?
Listen as a leading Datamonitor analyst along with JC Boissy from ProFlowers, a major retail company that has successfully implemented this innovative new model--discuss the trends and value of virtual contact centers, including:
• The definition of virtual contact center
• Business benefits of a virtual contact center and remote agents;
• Total cost of ownership (TCO) of remote agents and virtual vs. traditional brick and mortar contact centers;
• Best practices for companies looking to deploy or leverage virtual contact centers