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Contextual Collaboration Helps Call Centers Manage Mobile Workforce


February 24, 2017

If you work in a contact center—or any business, for that matter—you’ve likely heard of contextual collaboration. But what exactly is it? According to a recent blog post by Valerie Zabriskie from ISI (News - Alert) Telemanagement Solutions, “Contextual Collaboration is a new approach to collaborative software that involves embedding all the relevant applications, such as word processors, enterprise instant messaging (EIM), shared calendars, and groupware, into a unified user interface that uses presence technology to enhance collaboration.” 

Essentially, its purpose is to facilitate group collaboration through a variety of applications, all within a single interface. This is more important than ever before, given that the mobile workforce is growing by the day. With employees being located all around the world, contextual collaboration makes it feel like everyone is actually in the same room by making communications as easy as possible. Now, instead of keeping track of multiple employees using several different applications, all communications are easily accessible within a single interface.

Aside from the remote workers, contextual collaboration can also be helpful when it comes to improving customer service in the contact center. Anyone who has ever worked in a call center has likely been in a situation where they needed a manager’s approval or help with a customer, but the manager was busy in a meeting. This is a common problem, especially when there are several agents and not enough management on hand to take care of customer-related issues.

Zabriskie comments on how contextual collaboration can take care of this problem by writing, “The ability to get answers with EMI while management is on the run from meeting to meeting is a great time saver. Busy sales teams are often traveling across the globe to events and working tireless hours at trade show booths. The endless possibilities of Contextual Collaboration can keep your team up to date on everything at the office, while they are away and support teams are attending to customer needs. A Contextual Collaboration solution can save your organization time, frustration, and possible sales.”

Clearly, contextual collaboration is capable of a lot more than the name implies. Between giving employees the ability to contact management wherever they are, whenever, and giving workers the ability to easily collaborate with remote employees as if they’re in the same room, contextual collaboration is helping contact centers take on what is quickly becoming an increasingly mobile workforce.




Edited by Maurice Nagle

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