Complexity of 3G to overheat Contact Centres.

Position:Network News and Products

The complexity of 3G will overheat Contact Centres and create a skills crisis for Contact Centre agents, according to European Technology Consultants (etc). Telecommunications companies underestimate the impact of 3G on their Contact Centre operations, etc predicts that not only will the volume of calls increase, but the length of those calls will quadruple, causing a call centre meltdown. Unless they adopt a different approach, telecommunications companies will require four times the number of Calls Centre agents. However, hiring more agents won't solve the problem, etc sees the same parallels...

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