Have you thought about distributed call centres - ulitmately for those who can do this work from home. It strikes me that with the technology we have today that companies can use all the "in the office together" with "connecting remote users" techniques to come up with radical solutions. I believe that the place to start is to ensure that you have a compelling business case to redesign the processes so that you can take advantage of the huge wealth of talent who would otherwise not be able to work at your call centres.
Hope this is food for thought for you.
Alison Murray
posted October 21, 2007
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