Virtualisation – Is this the end of contact centres as we know them?

February 15, 2010

There are many articles on the web today looking at the rise of virtual call centres and smaller satellite groups spread through a localised area and accessing the data through cloud computing. This is a subject that does not want to go away and will probably have us debating for years to come. In my opinion this is a step in the wrong direction. Call centres apart from being somewhere you just go to work have a social aspect to them, you feel part of a team and in some way part of a community. There is then the motivation aspect how do you motivate people who are on their own at home – via E-mail or through whatever software package you happen to be using? These are only a couple of drawbacks but there are many more.

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