Executive Summary
In an ever changing world virtualisation is one of the disruptive technology trends that are transforming industries in all sectors as well as the way we live and work. While virtualisation of infrastructure like data centres has had a lot of press it is the impact on the work place that will really revolutionise the human world. Home working may feel like going back to the future but it is the next logical stage of the industrial revolution “The Virtual Evolution”.
The key benefits for business are:
1. Cheaper: Slashing costs by 33%;
2. Faster: Increasing flexibility to manage customers’ demands;
3. Better: Providing improved Quality and Quantity for business;
4. Safer: Reducing risk; and
5. Greener: Saving the planet (by reducing carbon footprint)
These make virtualisation the killer application for the service sector for the first half of the 21st century.
With in excess of 100,000 virtual agent positions already in the US this technology is well proven and expected to rise to 330,000 by 2010. Beehive’s investee company, Salisbury VCC, is at the leading edge of the deployment of this technology in Europe, providing solutions from full outsource to full BOT. Currently only 0.68% of UK contact centre seats are homeworkers.
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