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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 white paper 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 white paper, you’ll learn how to:

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