In Converge! Network Digest I was just reading: VoIP Toll-Free: Preserve Margins, Explore New Apps, by Alan Burke, VP of Product Management, Global Crossing.
In this article Alan Burke talks about the increasingly sophisticated needs of today's contact center agents:
"The network requirements for contact centers are growing to include the following:
To support multifunction, multimedia, converged agent desktops with telephony and other applications. Today's contact center agent is increasingly a PC-based, LAN-connected knowledge worker, equipped with display-based call control, wrap-up, help desk, call and interaction recording, agent monitoring and training, workforce management, Customer Relationship Management (CRM), Enterprise Resource Planning (ERP) and other applications, including (in an increasing number of cases) screenphone-based IP telephony."
What is your working definition of a 'knowledge worker'?
K-Collector Topics: knowledge work Multimedia Productivity VOIP