Is there such a thing as smarter working in the contact centre? We are presenting at a CCMA Ireland forum today on The Future of Work with Microsoft Ireland. We strongly believe that there are smarter working benefits for the contact centre as well as the office – we’ve implemented this in our own contact centre as seen in the video above.

What are the benefits to the contact centre manager?  We’ve encaspulated this within a slideshare presentation, and the three key summary points are listed below.

  1. Higher agent retention
  2. Lower real estate costs
  3. Improved customer service through better first call resolution 


Which area of smarter working in the contact centre will you look at first – people, places or technology?