7 Strategies to Upgrade Call-Center Performance, Part 1 of 2

* the ability to leverage VoIP infrastructure and the ease of implementing virtual call centers across multiple sites and remote agents, including at-home and outsourced;

* improved infrastructure and agent use;

* ease of management; and

* an improved customer service experience.

2. End-to-end call process automation. With integrated call tracking, knowledge base and workflows, call-center reps can resolve customer inquiries and initiate follow-up fulfillment tasks, including escalations to subject matter experts, with service levels attached to them, the whitepaper says.