How Mobility Will Enhance Your Contact Center

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When you hear contact center agent, the first thing that pops to mind is an employee confined to a cubicle with a PC and a headset. However, these days, that same job can be practiced out in the open with a cell phone. And starting this year, the practice is gaining some well deserved traction.

It’s not just the contact center staff that needs newer, more versatile tools to get their job done. The same goes for knowledge workers, roaming experts, back-office personnel, part-time or overflow agents, and even account managers. Everyone must collaborate to tackle customer issues, or to take full advantage of opportunities as they arise. However, for customer-facing employees it’s critical to have the flexibility to take calls anywhere, anytime, and on any device.

Quote Of The Day By Henry van Dyke

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Thinking objectively can get you places. Sometimes there’s no right or wrong answers. Just circumstances. Building a factory can churn out useful products and create new jobs. At the same time, said factory can hurt a local business, or pollute the environment. When timing and location are considered, the choice to erect a factory can be regarded both right and wrong.

But not doing anything never did anyone any good. Also, you can’t please everyone. So you do what you have to do. In the words of Henry van Dyke…

Working From Home May Not Be For Everyone, But Mobility Is

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There are countless studies that tackle the productivity debate regarding remote working versus driving to the office every day. But few have amassed the bulk of data found in Dell & Intel’s Global Evolving Workforce Study.

Commissioned by the technology duo and conducted by TNS Global, the research aims to pinpoint today’s workplace trends. Specifically, where and how people like to work and the technologies they prefer to employ. Two things jump at you from the data.

Highlights Of The Global Evolving Workforce Study

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Recruiting, supporting and (most importantly) retaining a workforce is no picnic. Especially in today’s competitive market. The 2014 Dell Global Evolving Workforce Study identifies six major indicators for IT managers, human resource professionals and business decision makers to enable them to build a sustainable workforce.

One Reason Why We Hubgets

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It starts with an innocent tap on the shoulder — a colleague asks a brief question about an upcoming deadline. No big deal, right? Two conversations and four emails later, you’ve officially wasted almost an hour.

I’m not here to tell you the story of how companies big and small fail to acknowledge the importance of using proper collaboration tools. The cat is out of the bag and has been for years. The market simply isn’t mature enough to take the plunge. What I want to share with you today is the typical scenario where office hours become pure chaos due to simple distractions like the one mentioned above. I’m 100% sure these will strike a chord with fellow office workers far and wide.

Quote Of The Day By Albert Einstein

Einstein 1921 by F Schmutzer – restoration

Do you often feel like you’re dreaming even though it’s daytime? If you think you’re crazy, you’ll be happy to know that you’re probably just very imaginative. Perhaps even a genius.

There are many forms of mental illness, but daydreaming isn’t one of them. Neither is hearing music in your head, research has shown. But everyone asks this question at least once in their lifetime:

Up Next, Supersymmetry – LHC Goes Back Online After 2 Year Upgrade

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Remember the world’s largest man-made contraption that in 2012 proved the existence of the Higgs boson, netting its seekers a well deserved Nobel prize in the process? Well, after two years of sitting unused for upgrading purposes, the LHC (Large Hadron Collider) is finally back in business, ready to serve  our insatiable curiosity about the Cosmos.

Before Deploying Cloud Collaboration Software, Ask Yourself This

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Before Deploying Cloud Collaboration Software, Ask Yourself This

Service providers can no longer afford to keep their hands clean of any cloud business. Nor should they. In today’s competitive marketplace, moving operations to the cloud isn’t just worth considering. It’s a must.

Aggregated research from Infonetics shows that more than half of companies across North America will be running cloud-based UC software in one form or another by 2016. The research also includes a projection according to which the cloud PBX & UC segment will be valuated at $12 billion by 2018.

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