Here's a scenario: how does a company gain10 times the call center capacity while reducing tech support and maintenance costs by 41 percent?
Virtual call centers. Here's a link to an article in ComputerWeekly.com detailing a Scottish utility company that managed to accomplish the seemingly impossible via its Siemens Hipath DX/Genesys integrated contact center to expand its base call capacity to 250,000 calls an hour on a "pay-as-you-go basis."
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