I had the opportunity to present at NICE CXone’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”.
- 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 NICE CXone, 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. NICE CXone makes it easy . . . .but they already knew that.
