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Call Center At Home Agents

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Due to the flexibility they provide, at home-based agents are expected to number 300,000 by 2010according IDC, a global provider of market intelligence.

The rise in at home agents is due to some of the following reasons:

  • Technology advances- with the advent of VoIP, virtually anyone with an Internet connection, a computer and a phone can get up and running. Some of the many reasons that companies are turning to at home agents are:

  • A backlash against offshore outsourcing of contact center jobs

  • Rise in gas prices

  • Ability to attract workers from all over the country and the world- giving agents and companies greater scheduling flexibility

The following white papers will help you determine if at home agents are an option for your organization.

Call Center At Home Agents

  • Go Green With Home Agents
    - Presented by Avaya
     This white paper will help you:
    • Assess the true “green” potential of your home agent program
    • See benefits other companies have achieved
    • Understand the how you can make the business case for your company      Read More...
  • Call Center At-Home Agent Best Practices - Essential Tools for Managing Employee Performance, Service Quality and the Customer Experience
    - Presented by DMG and VPI
     By Donna Fluss DMG Consulting

    Want to Deploy a Successful Remote Employee Workforce?
    Learn How to Avoid Costly Mistakes and Maximize the Performance of your At-Home Contact Center Agents! Remote employees can deliver significant cost savings and provide greater flexibility, a diverse and qualified labor pool and reduced attrition. At-home agents also present call center managers with a major new management challenge – bringing out the best in people they can’t see. The key to successfully building an at-home agent program is to apply management best practices enabled by the right technology. This is where the latest Web-based workforce optimization suites are crucial, providing quality assurance, recording, workforce management, eLearning, coaching and performance management capabilities that allow supervisors to track, record, schedule, monitor, communicate and successfully manage remote agents      Read More...
  • Building Blocks for a Solid Work At-Home Agent Program
    - Presented by Knowlagent
     Learn how to build and scale an at-home program. Can remote agents remain connected to your offerings and their team outside the center? How should they be managed? How should they be trained and coached? The following white paper answers these questions and outlines a framework for those expanding their workforce beyond brick and mortar.  Read More...
  • Blueprint for Successfully Deploying Remote Agent
    - Presented by LiveOps
     Best Practices for Optimizing Costs, Improving Agent Retention, and Enhancing the Customer Experience

    Today’s economic environment demands bold new ideas to keep your contact center operating at peak levels. Directors, managers and front-line supervisors are continually challenged with promoting future growth, reducing costs, managing productive and happy agents, all while providing outstanding customer service.
    Many companies are moving toward the use of virtual contact centers, which can be staffed by home-based agents or a combination of home-based and site-based agents.

    Download this white paper and learn how businesses have already discovered how to:
    * Enable real-time performance management
    * Optimize training with distanced learning (or e-learning)
    * Maximize agent desktop security
    * Align compensation with performance or talk time

    This paper overviews essential best practices for successfully deploying a remote agent solution. Each best practice outlined is based on LiveOps’ years of real-world experience running one of the largest virtual contact centers in the world, with over 20,000 independent agents. You'll understand what it takes to manage agents successfully and how to achieve complete visibility and control needed to maximize performance.      Read More...
  • Tips, Techniques and Best Practices for Deploying a Virtual Call Center
    - Presented by LiveOps
     Studies show that incorporating remote (home-based) agents delivers better service and reduces agent attrition – translating into superior call center efficiency and significant cost savings.

    Read this white paper to learn best practices for setting up and managing a call center that includes remote agents.
    You'll learn how a virtual call center will help you:
        * Scale your call center operations without having to invest in additional capital
        * Leverage the best talent throughout your organization – regardless of location
        * Motivate and retain your best performers with a work-from-home option
      Read More...
  • Green IT
    - Presented by Siemens Enterprise Communications
     Green IT is literally a hot issue in information technology. It has been calculated that the IT equipment deployed worldwide accounts for about the same amount of CO2 emissions as international air traffic.

    This white paper will explore how modern unified communications solutions address these issues. By converging different communication media and means within enterprises, the productivity of the workforce and the entire company can be improved and result in reduced energy use and reduction in carbon emissions.      Read More...