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November 17, 2008

Making Virtual Agents Feel "At Home"

By Stefania Viscusi, Assignment Desk Editor

In today's increasingly global workforce, and with the amount of new technologies being introduced, more and more people are working from around the globe and connecting virtually instead of being in the same physical location.
Working from a virtual location not only saves on costs and aggravation of long commutes, but also employers are finding benefit in the ability to choose from a larger pool of candidates and lower overhead costs since they don’t have to provide a work space for those employees.

As more businesses put their trust in telecommuting, the need to develop new processes that will continue to promote success, is necessary.

In call centers, a virtual agent can be located anywhere in the world to take calls and perform functions just as those located on site. This industry is however most reluctant to develop work-at-home strategies because their success is so dependent on agent productivity.

To gain a better understanding of the benefits of work-at-home initiatives and how to change processes to promote success, a free Webinar is being offered by TMC (News - Alert) and IEX, "Make Virtual Agents Feel Right at Home."
The Webinar, which will be held on Thursday, November 20, 2008 at 1:00pm ET / 10:00am PT, will feature Amy Wolf, Senior Solutions Engineer, IEX Corporation, a NICE Systems company and Brendan B (News - Alert). Read, Senior Contributing Editor, Customer Inter@ction Solutions.
Discussion topics will include: how companies can manage their at-home agents, equipment requirements and quantitative advantages to a work-at-home program.  The Webinar will also include a live Q&A session.

Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.

Edited by Stefania Viscusi

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