Whitepaper Library

3 Smart Strategies for Empowering an At-Home CC Workforce

Serenova

Remote call center staffs are becoming increasingly popular. A recent survey of 90 US contact center organizations indicated that 70% are expanding their work-at-home programs. It’s easy to see why. Managers can more easily match agent supply to demand, reducing the need for onsite agents. Organizations can save money by downsizing brick and mortar locations. Plus, the call center can tap into a larger pool of qualified agents who need the flexibility that at-home work provides.

Yet with all these benefits come new challenges. Managing and motivating remote agents can be more challenging than doing the same in house. Plus, you need to ensure your at-home agents are equipped with reliable Internet and voice connectivity – even though your IT department isn’t onsite with them.

Fortunately you can apply proven strategies to address these challenges. Download our guide on Smart Strategies for Enabling an At-Home Workforce to understand the best ways to 1) Manage the quality of agent interactions, 2) Improve agent engagement with gamification, and 3) Ensure network performance and reliability.

Please complete and submit this form to have the white paper delivered straight to your inbox

First Name *
Last Name *
Job Title *
Company *
Address *
Address2  
City *
State *
Zip/Postal Code *
Country *
Work Phone *
E-mail Address *
This is the email address the file will be delivered to. Please confirm this is correct before submitting

By submitting your personal information, you agree that TMCnet and its partners may contact you regarding relevant content, products and special offers.