Contact Center Solutions Featured Article

Call Center Consolidation 2.0

September 17, 2007

Let’s take a trip to the past—back to ten years ago, when the term phrase “call center consolidation” had a different meaning than it does now. Back then, consolidating a call center meant putting all agents into a single facility, often referred to as a “big room.” You could say that scenario was Call Center Consolidation 1.0.

Now, let’s return to the present. Today, communications technology has advanced to the point where it is no longer necessary to physically place agents in the same room to obtain the benefits of consolidation. Many call centers are globally distributed, combining in-house and outsourced agents to put together the best team possible. Is your call center one of them?
If you answered “Not yet,” mark your calendar for an upcoming Webinar titled “Call Center Consolidation 2.0: What the Next Wave in Customer Care Means for You,” scheduled for September 25, 2007, at 2:00 p.m. ET/11:00 a.m. PT. This Webinar, hosted by CosmoCom, is the first in a two-part series examining how modern communications technology is transforming the call center.
Call centers are always looking for ways to maximize flexibility, and modern communications technology is proving very helpful. Today, agents distributed globally can all have access to a single, unified platform hosted by the call center organization or a service provider.
During the upcoming Webinar, hosts Steve Kaish from CosmoCom and Erik Linask from TMC will explain why using a unified platform to consolidate agents is your best bet to create a call center that’s able to rapidly respond to changes in call volume and other market demand fluctuations. Kaish and Linask will outline the benefits of this approach, and share examples of how real-world call centers are using communications technology to be more competitive.
Bring your questions to the Webinar and start exploring how Call Center Consolidation 2.0 can be beneficial to your organization. For more information and to register, click here.

To learn even more about call centers, check ContactCenterSolutions’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP communications industry. The library offers white papers, case studies and other documents free to registered users.

Mae Kowalke previously wrote for Cleveland Magazine in Ohio and The Burlington Free Press in Vermont. To see more of her articles, please visit Mae Kowalke’s columnist page. Also check out her Wireless Mobility blog.