Bring Your Own Device (BYOD) and mobile working have created an “always on” culture that businesses can capitalise on to harness efficiency gains and cost reductions. However, front of mind must always be the issue of security. For contact centres especially, dealing with large amounts of confidential customer information, the need to remain compliant and secure is key.
As well as motivating employees and giving them a sense of personal choice, an efficiently executed mobilisation strategy can help to improve productivity, reduce business downtime and cut costs. Heavily reliant on the productivity of their call workers, contact centres are one sector in particular which could significantly benefit from mobilising.
In order to make the most of the mobile workforce, whilst staying secure, the move to virtualisation and hosted solutions becomes critical for the call centre industry. Hosted solutions, as well as reducing the number of servers onsite and reducing carbon footprint, provide a scalable, secure and reliable method of moving and managing large volumes of data.