ABSTRACT
It doesn't matter where agents sit. What matters is that voice and data flow conveniently between customer and company, wherever each happens to be. New technologies make that possible.
The call center isn't a place anymore. It's a set of functions: make contact; receive contact; resolve problems; promote product; facilitate sales and any other value-added interaction between customer and company. We're used to thinking of these functions based on their physicality — rooms full of agents, phones, workstations and clusters.
