Stephen Ray's blog

Let Them Roam Free: Remote Agents in the Modern Call Center

Years into the VoIP revolution, call center managers are recognising that it’s not necessary, or even desirable, to have all their agents located in a single location. High speed Internet access is ubiquitous, allowing the modern call center floor to be distributed over multiple locations. It’s no wonder that call centers have experimented with home-based and remote agents; it’s like having a location of one.

Better Software, Better Service with Software as a Service

Business today has to be nimble and responsive. Your call center has to be the same. Luckily, the growth of Cloud services and VoIP has resulted in a convergence that is changing the face of the industry. Gone are the days when you had to spend large sums of money and acquire a location to run your telephony infrastructure along with your agent floor. On-premise solutions are no longer your only option.