Better pay will retain smarter agents who accomplish more and enjoy their jobs. For example, consider stockbrokers. Stockbrokers are, in a sense, call center agents with extraordinary salaries. The fact is the largest influence on the truly distributed call center will have little to do with technology and everything to do with people. If correctly planned and managed, distributed call centers will combat agent poaching, agent churn and create employee loyalty by lessening commutes and essentially easing the impact of agents work on their personal lives.
Contact centers are the proof point for the pragmatic application of technology.
As computing power and networks get bigger and faster, the engagements we have with customers will get bigger and more critical. Loyalty is affected by the consistency of the customer s experience. To respond to these growing trends, the need for distributed intelligence, and the availability of an intelligent labor pool will set the pace for the decentralization evolution. Us Copyright 1996-2000 Advanstar Communications. Please send any technical comments or questions to our Webmaster .