Executive Summary
Rarely does a new informa
landscape for businesses. E
centers to bring new valu
satisfaction, to reduce costs,
adopt expert location early an
The challenge, of course, is t
several decades there has
technology in contact centers
channel and as a means to
focused on cost effective del
phone call or perhaps ema
technologies. Over time, self
functions, but contact cente
insurance claims handling,
management (e.g., center-ba
With the growing popularity
(voice, chat, email) to provid
same time, contact centers a
up-sell, and retention activiti
routing (e.g., routing based
relevant criterion) to intellige
determine the best agent to
Management (CRM) and
sophisticated help, but there
Today’s contact centers are c
from outside the center in
complex issue without a long
large degree by the avail
technologies. But the availab
well do these processes supp
location assist contact center
XpertSHARE is an advanced
anywhere in an organization
captured and integrated into
expert precise, timely and co
contact center. These capabi
strategies beyond what is
XpertSHARE complex or mis
enabling the contact center t
This white paper illustrates
center processes to suppor
business models. The pape
advanced uses of expert loca
and knowledge managemen
business models made possib
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Expertise Location and the Contact Center
tion technology emerge that can change the competitive
xpert location applications are an opportunity for contact
e to the businesses they support, to improve customer
and to enable new business models. Those businesses that
d widely can gain long-term competitive advantage.
o match technologies to business objectives. During the last
been a steady progression in objectives, approach, and
. Contact centers were originally viewed as a telemarketing
provide customer and technical support. Their management
ivery of pre-packaged information and/or answers through a
il or chat. They used simple call routing techniques and
-help systems greatly redu