Workforce Optimization Featured Article

Webinar to Highlight Advantages of Virtual Agents

November 03, 2008

By Stefania Viscusi,
Assignment Desk Editor

Today's workforce is much different than the one that existed just a few years back. With technologies now making it possible for people from around the globe to easily and effectively connect and collaborate on issues, the number of people working from home is increasing.

Technologies like IP communications have made working from locations outside of the office possible. Those working from their own home offices not only avoid  the cost 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 by not providing work space for those employees.

As more businesses trust in telecommuting, there is a need to develop processes that fit this new model and that will continue to offer success.

In the call center, virtual agents can be located from anywhere around the world and take calls and perform functions just as those located on site can. This industry is most reluctant to develop work-at-home strategies as success is dependent on agent productivity.

To help those managing the call center gain a better understanding of the benefits of work-at-home initiatives and how to change processes to promote success, TMC (News - Alert) and IEX will present a Webinar, "Make Virtual Agents Feel Right at Home," on Thursday, November 20, 2008 at 1:00pm ET / 10:00am PT .
During the Webinar session, Amy Wolf, Senior Solutions Engineer, IEX Corporation, a NICE Systems (News - Alert) company and Brendan B. Read, Senior Contributing Editor, Customer Inter@ction Solutions, will discuss topics like 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

Featured Videos

AAA -- NICE Workforce Management
Carlson Wagonlit Travel -- NICE Workforce Management and NICE Performance Management
SunTrust Bank -- NICE Workforce Management and NICE Performance Management

Featured Resources

The Real-Time Engagement Center

eBook: The Real-Time Engagement Center - Improve your reactions. Work faster, smarter and safer in every customer engagement. Download this eBook to learn how.

Forrester Interviewr

Forrester Video Interview – Why Real Time? - Ian Jacobs from Forrester discusses the benefits of powering contact centers with 100% real-time. A 5-min. video packed with insights.

NICE Engage Platform

NICE Engage Platform - Watch this short video to learn more about NICE Engage Platform

Webinar Series

Webinar Series - Join us this series of Webinars to learn how you can Improve your Reactions.

NICE Engage Platform

Infographic: The top 10 reasons to choose NICE Engage Platform Discover the key facts and highlights.