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Introduction

To date, enterprises have been slow to adopt mobility tools for their contact center employees. They should reconsider their mobile strategies, because having updated information can benefit both agents and supervisors.

Highlights

  • As consumers become ever more dependent on mobile devices, they will also expect to be able to use them inside the workplace.
  • Mobility is about more than just tablets and smartphones – it is about access to real-time data from any location.

Features and Benefits

  • Explains why mobility is important for the contact center workforce.
  • Evaluates the types of applications and vendors that offer mobile contact center applications.

Key questions answered

  • Why should contact centers consider giving their employees mobile applications?
  • Which tools should enterprises be deploying for agents and supervisors?
  • What are the challenges and benefits of giving mobile tools to the contact center workforce?

Table of contents

Summary

  • Catalyst
  • Ovum view
  • Key messages

Demand for mobility in the contact center is growing

  • Dependence on smartphones is increasing across the workforce
  • The need for real-time data is becoming more acute
  • Empowering employees helps to create a stronger workforce
  • Mobility can provide flexibility to nimble businesses

Which contact center applications should be mobilized?

  • Workforce optimization tools are most suitable for mobile
  • Access to mobile CRM tools can help smaller businesses and field service agents

Contact centers have unique security challenges

  • Managing efficiency versus adaptability
  • Security of customer data
  • Ownership of devices
  • Cost of investment

Benefits include a more engaged and adaptable workforce

  • Managers gain real-time performance insights
  • Agents get more control over their schedules
  • The business becomes more agile

Innovative solutions are entering the market

  • Contact center vendors are investing in their mobile capabilities
  • Future developments are likely to include gamification and in-app communications

Recommendations

  • Recommendations for enterprises
  • Recommendations for vendors

Appendix

  • Methodology
  • Further reading
  • Author

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