Ten
years ago, the decision to consolidate call centers meant
bringing agents into one brick-and-mortar structure. That was
Call Center Consolidation 1.0. No doubt, this strategy brought
business benefits to those who adopted it. But this approach
suffers from two fatal weaknesses:
- It just isn't practical in the fast-changing global world of today.
- Even if do you put everyone and everything related to your call center
in one place, you may fall short of achieving true unified communication
with your customers.
So what's the alternative to the diverse hodge-podge of operations and
technologies that characterizes enterprise call centers today and blocks both
the business benefits of consolidation, and the customer experience gains of
unified communications?
CosmoCom customers know that you don't need to have your agents under one
roof to get the benefits of consolidation and unified customer communication. In
fact, your operation can be globally distributed and can combine in-house and
outsourced agents, and still reside on one unified CosmoCall Universe platform.
And that platform can be hosted within your enterprise, or by a service
provider. Consolidating the technology, not the physical operation, gives your
organization the flexibility to rapidly deploy agents and applications wherever
and whenever you need them, to unify the many channels of customer
communication, and to unify your entire workforce, not just your formal call
center agents, around the common goal of customer satisfaction.
At this event, we'll explore the many ways to apply the strategy of
Consolidation 2.0 to maintaining multiple sites, employing at-home agents,
deploying agents offshore, and collaborating with outsourcers. We'll outline the
bottom-line business benefits of Call Center Consolidation 2.0, including
reduced total cost of ownership and greater customer satisfaction. Plus, we'll
share examples of how it's working in real-world companies.
Building around this unifying theme, our sessions we will still cover all the
bases you expect from this event:
- Updates on the evolution of our service providers and their
world of Contact Center On-Demand
- Fascinating case studies of CosmoCom technology in enterprises, both
hosted and premise-based
- A look ahead at CosmoCall Universe product evolution
- In depth explorations of our technology
And of course, a world of unique opportunities to connect with CosmoCom's own
people, representatives of CosmoCom technology partners, and other CosmoCom
users who share the issues and concerns you face daily.
