The world has been a bit fuzzy for me the last few days, since my glasses were broken (and it will be a few days before the new pair arrives). I've really learned to appreciate seeing things clearly, just as I'm sure call center operators feel when they can have clear visibility into their call center software.
I was talking the other day with one of our customers, Vector BPO, about the way that they differentiate their offering by utilizing the inContact system to give their customers visibility into what their agents are doing - even though they're half a world away in the Philippines. It's very much the way I'm sure I'll feel when my glasses arrive - relieved to finally see just what's going on around me.
You can read more about Vector BPO and the other call center customer heroes who are making improvements in their center every day here.