Contact Center Solutions Featured Article

Webinar Explores the Ups and Downs of Virtual Contact Center Deployment

September 24, 2010

For anyone attempting to implement a virtual contact center, the challenges can seem endless. As this is not your standard brick-and-mortar establishment that has been in place for years, with proven methodologies and processes, a different approach must be taken. The good news is it has been done before – and with much success, enabling new deployments to learn from the successes and mistakes of others.

To help in the process, TMC is offering a free webinar: Do’s and Don’ts for Successful Virtual Contact Center Implementations, scheduled for Thursday, September 30, 2010, 12:00PM EST / 16:00 GMT.

This webinar highlights that today’s virtual call center technology enables a company to manage multiple centers seamlessly, tap into the best talent available, lower costs and so much more. Even with the promised benefits, however, there are still operational and technical challenges that threaten to limit success and profitability.

To help organizations to overcome these challenges, call center assessment specialists BenchmarkPortal will share advice on people, processes and technology to ensure virtual contact center success. Drawing on information directly from customer experiences, BenchmarkPortal and webinar host CosmoCom will explore both operational and technical best practices, in addition to common mistakes to avoid.

This webinar is designed for anyone considering migration to a virtual contact center; anyone planning to replace or upgrade their contact center technology; anyone who may be responsible for improving the customer experience; as well as the COO, CIO, CTO, Operations Management or Contact Center Director.

Attendees to this webinar will learn how to deal with the human side of a distributed operation; how to effectively manage a virtual call center; security considerations in virtual operations; when to pay attention to agent location; networking strategies and pitfalls for distributed centers and home-based agents; and disaster recovery strategies. 

If you have ever considered the potential of a virtual contact center, this is one webinar you won’t want to miss. Register Today!

Susan J. Campbell is a contributing editor for ContactCenterSolutions and has also written for To read more of Susan’s articles, please visit her columnist page.

Edited by Stefania Viscusi