Is there such a thing as smarter working in the contact centre? We are presenting at a CCMA Ireland forum today on The Future of Work with Microsoft Ireland. We strongly believe that there are smarter working benefits for the contact centre as well as the office – we’ve implemented this in our own contact centre as seen in the video above.
What are the benefits to the contact centre manager? We’ve encaspulated this within a slideshare presentation, and the three key summary points are listed below.
- Higher agent retention
- Lower real estate costs
- Improved customer service through better first call resolution
Which area of smarter working in the contact centre will you look at first – people, places or technology?