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With the addition of wireless technology in the contact center for agent phones, we have agreed to a pilot project of deploying wireless phones to 20 agents. While being mobile is a benefit in that the agent can be reached when not at their desk, we see a trend where agents now tend to take advantage of mobility more than we anticipated. Has this been an issue for other contact centers and if so, have you seen any policy/procedure standards related to minimizing agent mobility within the contact center? Please let us know what is happening.

With the addition of wireless technology in the contact center for agent phones, we have agreed to a pilot project of deploying wireless phones to 20 agents. While being mobile is a benefit in that the agent can be reached when not at their desk, we see a trend where agents now tend to take […]

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