Running a Virtual Call Center: The Technical Challenges for IT

Now that many organisations are re-evaluating their long-term business strategy and considering a transition from a physical contact centre to a virtual one, IT teams must shift their focus from basic telephony access and continued service operations to improving contact centre efficiency, capacity and quality. As an IT leader, you need to ask yourself: Is your virtual contact centre a strategic shift for your organisation or just good enough to remain functional? In this report, we’ll evaluate four paths to enabling a virtual contact centre and explore the pros and cons of each.