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Article: The uncentered call center: Building distributed or virtual call centers with CTI and Internet telephony
- Article from:
- Call Center Solutions
- Article date:
- May 1, 1999
- Author:
CopyrightCopyright Technology Marketing Corporation May 1999. Provided by ProQuest LLC. (Hide copyright information)
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When you fantasize about the call center of your dreams, what does it look like? Is it a physical location or more of a concept? Do you imagine sufficient parking or no need for parking at all? Do you see rows and rows of headsets, all in simultaneous use - or a large map studded with headset-shaped push pins?
If your imagination runs more toward the latter concept, your ideas are not as fantastic as you may think. The call center of your dreams is a virtual call center. If your dreams include the former concept, but include several locations working in synchronicity, you are envisioning a distributed call center. While there are many similarities between the two, they are not the same ...