Ask the Expert: Remote Agents

摘要

This article was initially published in the May 2007 issue of Customer Interaction Solutions magazine. Interactive Intelligence would like to say congratulations, and thanks, to TMC on its 30 years of promoting the contact center industry. Q: There seems to be a lot of talk about the benefits of using at-home or remote agents as additions to the physical contact center. So, actually, three questions Is the technology available to effectively implement a remote agent strategy? Are companies deploying remote agents successfully? And are the benefits tangible? A: Remote or work-at-home agents are indeed catching on, for a couple of reasons. First, the industry now has enough experience with remote agents to be able define best practices for such a workforce and to quantify the benefits. Second, with the advancements of voice over IP, the technology is now in place to allow for successful deployments. Let's look at some of the key benefits, to start.