Making Virtual Contact

Virtual contact center agents - and the processes, management style and technology that support them - should not be seen as cost-cutting measures per se. Instead, they are a tool to improve business reaction times and access on-demand capabilities that can, and should, improve service quality.

For some businesses, which are accustomed to the peaks and troughs of seasonal demand, the issue of scalability has been a long-running concern. For other businesses, the productivity and cost-efficiencies of virtual environments are taking on new relevance as economic imperatives apply continued pressure. The benefits of virtual agent models are clear:

1. Businesses are not required to carry large, extra headcount volumes at the enterprise level
2. The utilization of each agent is maximized and agents are given the right amount of work
3. Delivery of quick response times to call volume fluctuations to avert service level crises

In fact, virtual agents in a well-managed technical environment can reduce costs, lower enterprise risk and raise the bar on service quality.