follow the sun

Follow the Sun

I had the opportunity to present at inContact’s annual user’s conference, ICUC 2011 a couple of weeks ago. The conference gets better and better each year in terms of attendance, content and networking opportunities. My session was titled “Follow the Sun, How to Create a 24/7 Contact Center”.

I discussed key ways that contact centers can expand beyond home base to cover multiple time zones, languages and cultural familiarities in times of organic growth, acquisition or seasonality and how centers can provide a consistent, branded experience around the clock with the same experience regardless of geography or time of day for the caller and agent.

Key options included:

  • using outsourcers
  • using satellite agents
  • the use of work-from-home agents

And guess what? You can use one, two or all three of these options and, with a unified cloud contact center solution like inContact, you can tie it all together and make it seamless enough to offer all of those things – all without paying night shift differentials and having agents unfamiliar with the local language and culture.

Having agents that sit outside of your home base does not have to be scary or difficult if you have the routing engine that erases borders and the reporting and workforce optimization tools to manage your agents and the contacts. inContact makes it easy . . . .but they already knew that.