Businesses have previously looked at contact centers as cost centers: an important, customer-facing cost of doing business. Over the past decade or so, that has begun to change. Organizations now look for ways to turn contact centers into profit centers. At the very least, companies want to make contact centers run as effectively and efficiently as possible. That’s where wireless headsets come in.
Several years ago, it seemed like contact centers were in a race to the bottom when it came to driving costs down. Now, leading companies look at their contact center as a key part of their brand, and at their agents as knowledge workers. These agents are now empowered to help companies reach higher levels of service. As such, companies need to invest in these employees – by training them and giving them the technology they need. Continue reading