What are the barriers to adopting VCCs?
The infrastructure required for VCCs is already in place, the difficulty of measuring and managing these resources in real-time has held back their adoption. For example, it is impossible to view and compare call queues across the entire VCC, to transfer agent resource where it is needed and to then see the impact of your decision in real-time. The reason for this is that each part of the VCC is providing silo’d information that is difficult to access and subsequently there is no holistic view of how the VCC is performing. One part of the VCC may be facing meltdown due to unforeseen demand while another has spare capacity available.
