Step Three in Mobilizing Your Contact Center – Let Management Roam

Ken Landoline
Ken Landoline

Summary Bullets:

  • The ubiquitous nature of tablets and smartphones, coupled with the breadth of network access now made available via private and public clouds are making these endpoints valuable tools in managing systems and business processes remotely.
  • Changes in the contact center are occurring rapidly based on new and advanced technologies and the supervisory role of the management team will be affected positively as the use of tablets and smartphones allow supervisors to manage agents and processes more effectively, while roaming inside or outside the enterprise.

In my two previous contact center mobility blogs, I discussed making agents mobile by sending them home and providing a seamless customer experience via a smartphone. Recently while walking the aisles of the Enterprise Connect 2013 exposition this year something got my attention very quickly. Smartphones and tablets were everywhere and their use is transitioning from being a personal communication endpoint to a tool that can be used to simplify and enhance the user interface for demonstration and management purposes. A specific example of a contact center company making this transition is Voice4Net, a provider interactive voice response (IVR) and contact center applications for the enterprise, The company was introducing its new contact center management interface based on the iPad, to be used by contact center supervisors working remotely. The time to mobilize the contact center management team is now upon us. Continue reading “Step Three in Mobilizing Your Contact Center – Let Management Roam”