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Overview: The challenge for virtual agent service providers is create a seamless extension of the in-house contact center without the perceived benefits of in-person supervision of agents. This issue is further complicated when these agents are not employees. Some managers may balk at engaging a virtual agent workforce because they believe it will be more difficult to manage and will require drastic modifications to their approach to supervision. While physically sitting next to virtual agents is not an option, managers can use information technology to supervise virtual agents as if they were sitting in a brick-and-mortar contact center.
Networking and Unified Communications
IT managers face a difficult task in trying to offer robust services and applications while reducing IT costs and complexity. With unified communications, IT managers can...
Internet Protocol (IP) Communications: what users really think of it
Both CIOs and IT teams agree that IP Communications can be of tremendous value. This survey reveals why IP adoption is increasing at a rapid rate, as well as the concerns surrounding IP.
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