March 2015 Archives

What is a “peer to peer” call center?  The concept is a fully functioning call center that exists only in the internet browser of the workgroup agents and supervisor participating.  In fact, no telephone lines are needed, beyond the published customer service number.  There is no large internal LAN network.

Phone only ‘call centers’ have been rapidly replaced with ‘contact centers’ that can also handle email and chat communications.  Customers want more options for interacting with companies they buy products and services from.  Chat requires the customer to be at a computer and though email may be sent from a mobile phone, generally the sender is at a desktop.    In a wireless world in which every man, woman and child seems to wonder around with a ‘text’  or sms enabled device on their person, does it not make sense that they would want to text your call center?