Virtual Tech Support Call Center

摘要

MacTank, a network of Macintosh experts founded in 1999, provides outsourced tech support for Mac-OS software companies. Their business depends on connecting customers with the right expert on demand: the one whose arcane know-how applies directly to the customer's problem. But it's impractical to offer such refined expertise in a classic call center scenario, with full-time agents. Instead, Christian Winters, MacTank's founder, assembled his team from a broad pool of power users, professionals and Mac developers across the map. He delivers customer calls to them wherever they are, using virtual ACD functionality developed and hosted by VirtualPBX.