The Work-at-Home Agent
For contact centers, the home-based model has continued to develop as an established trend. Most contact centers are already using at-home agents or considering implementing an at-home agent program. These agent-centric operations offer access to automated remote technologies that make the lives of both agents and customers easier.
Report Snap Shot
This paper discusses benefits and options for adopting a home-based agent model. Many factors contribute to the desire for businesses to invest in a work-at-home program, including higher agent productivity, reduced attrition, broader talent pool, lower operational costs, and response preparedness.