Contact centers are busy and many operate 24/7, never sleeping. Thus, it can be difficult to take the time to review the infrastructure the contact center runs on. Contact centers need preventative maintenance just like our cars but there is no sticker in the windshield that reminds us its time to pull in for service. Many contact centers are short-handed in IT help and operating system updates get overlooked, equipment becomes obsolete and the contact center just continues to operate as they have and they find they are limping along. Those two-year-old desktops are now 6 years old; how time has flown. The first step in a hardware review is scheduling the time and take inventory.
Agent desktops should be running the most current operating system and be no older than 2 years old. Desktop computers have come down so much in price it is no longer a cost issue. Upgrade the router to handle the current volume and move from Cat 5 to Cat 6 Ethernet cables. Routers and cables do wear out. Agent headsets are constantly improving the audio quality, durability and comfort. Take advantage of the newer technology and replace your old headsets.
Look at what agents complain about and how the hardware can be upgraded to support the team. The tools that agents use daily is important to the agent’s job satisfaction. If tools don’t work, that impacts their attitude about the job and company. A bad attitude then is taken out on the customer. Working hardware is more important than you think.
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Cresa Commercial founded in 1993 was convinced that representing tenants exclusively was the best way to go. Not only would it give our clients the kind of objective, unbiased advice they might not get elsewhere, but it would also give us a unique offering in the real estate marketplace.