1) Who do you want to be available to?
As an example, service companies will always want to ensure that existing clients are given the best possible service and possibly a priority over everything else. After all, it's more profitable to maintain an existing client base than find new ones. Therefore, you may wish to be able to filter enquiries, whatever the medium. Even if you do not choose to ignore an email or telephone call, the fact you have the choice makes life easier and more manageable.
A purpose built contact centre is often the perfect way to manage your client's experience. We can bring you the ability to measure and enhance your service levels by enabling both humans and computers to route and offer different types of contact to members of staff or automated service. A streamlined contact centre will also lower abandonment rates, minimise operating costs, increase staff productivity, improve response times and allow you to manage all customer contact from one solution.
It is also true that productivity increases when staff can readily view the team's and each other's performance.
Offices traditionally were the only place where a business could effectively provide a fitting working environment to it's employees. Everyone would congregate in a single building or site and that place would provide a stable working environment. This offered a decent working experience for employees and gave the experience to customers which the business was keen to provide.