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Exony Heralds 'The Most Important Call Centre Expo Yet'

25 Sep 2007

Home working will be a key talking point at Call Centre Expo 2007

Improving customer service and staff morale is going to be a central theme among delegates at Call Centre Expo 2007, according to contact centre interaction intelligence software developer, Exony. One of the ways to approach both is by allowing agents to work from home, something that is finally starting to take off in the UK after successful experiences in the US.

Exony Virtualized Interaction Manager (VIM) will be showcased on stand no. F60 by contact centre integration specialists Dimension Data, where visitors can learn more about how to further improve customer and staff satisfaction. This can come through a variety of technologies and practices, including improved measure and management capabilities to running ‘Virtual Contact Centres’, enabling staff to work seamlessly from home.

Currently, there are an estimated 112,000 home-based agents in the US, some 3.7 per cent of the contact centre workforce, a figure that is predicted to rise to 330,000 by 2010 (source: IDC). With the UK contact centre workforce nearing one million, the percentage of UK workers operating from a home office is much lower than in the US. In the UK, Exony estimates that only around 2,000 contact centre personnel are currently permitted to work remotely.

“Call Centre Expo 2007 is set to be dominated by debates on customer service and staff satisfaction,” said Rex Dorricott, CEO and co-founder of Exony. “This is where virtual contact centres come into play – enabling agents to operate from home has been a huge success, increasing staff morale and customer service as well as reducing overheads. ‘Homeshoring’ is just starting to take off here and we’re looking forward to talking with contact centre managers and service providers about how they can benefit from, and migrate towards, a home-orientated model, for which the right technology will be key.”