Locating For Growth

摘要

The challenge in finding the right locations for contact centers is not so much choosing the ideal sites today-the economic downturn leading to high unemployment have led to picks of places-but selecting those that will be viable when the economy rebounds to capitalize on growth. That means taking arnhard look at the demand for contact centers, and staff for today but more importantly down the road.rnGone is the cheap credit that had created huge demand for products and services that required contact centers to sell and provide customer care for. It may be a long time if ever before spending-and employment and income-comes back to previous levels.rnThat also means examining tools and practices that can reduce staff and space, and costs such as inbound FVR, e-mail, SMS, and voice notifications, hoteling (shared workstations), and outsourcing. Also turning branches and stores into informal contact centers and subject matter experts into agents with the aid of IP routing and presence/unified communications limit hiring and housing separate staff.