Building a Work-at-Home Program

What You Need to Know About the New Agent Spectrum

The growth in the use of work-at-home agents is forcing contact centers to abandon traditional management practices, in favor of new ways of handling a distributed workforce. This whitepaper provides best practices for using workforce optimization applications to meet the demands of a shifting work environment, and empowers decision makers to deploy effective solutions.

In this whitepaper, you will learn how to:

  • Ensure agents are doing what they are paid to do.
  • Protect customers’ personal information.
  • Shield agents from unruly callers and quickly reconcile disputes.
  • Develop new ways to communicate with your at-home workforce, ensuring they remain engaged and up to speed with changes in your organization.