From Hospitality.net
By now most people have read or heard about the back-to-back blizzards that brought Denver to its knees over the holidays. The timing was horrible. Just as holiday season travel was getting under way a few days before Christmas, it ground to a halt as the blizzard of 2006 blew into Denver and kept piling up the snow for three days. It just would not let up.
I am proud to say that this chaotic scene was NOT repeated at the Outrigger Contact Center in Denver. The center’s performance was excellent, and the operation did not miss a beat. The reason for this is that about a year and a half ago we decided to implement new technology that has made it possible for many of our employees to work from the comfort and safety of their homes. This new technology is a hosted contact solution by Echopass. Every customer interaction, voice, fax, email, Internet chat, is directed to the Echopass datacenter located in Salt Lake City, Utah. Echopass than electronically delivers each customer interaction to the proper Outrigger agent via a skill based routing protocol using the Voice over the Internet Protocol, VOIP.
Visit the Outrigger.com website….
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