Customer support without walls

Contact centres are spreading across the world and providing increased customer service as a result. In order to be competitive, all firms are going need to provide this level of service to their customers.

An increasing global customer base is driving companies to provide "follow-the-sun" customer support services. In order to enable this level of support, agents are now being located in any part of the world. The challenge is to merge technologies and provide seamless, accurate and real-time customer service.

Contact centres are constantly battling the conundrum of improving customer service while reducing costs. Real-time visibility and centralized management across a distributed agent strategy have emerged as the top challenge companies are now facing, according to a recent Aberdeen survey of more than 150 companies.

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