Agent at Home: Behind the Buzz-Word

摘要

gent at Home" is one of the more prevalent buzz words in the contact center industry these days. While it may conjure up images of CSRs wearing bedroom slippers while taking calls, it is actually a useful option for call center managers to optimize their call center. The benefits of using "Agent at Home" technologies address almost all aspects of running an effective contact center, from human capital considerations to addressing economic conditions. Let's explore how "Agent at Home" technologies positively impact contact centers: Empowering the Knowledge Worker: The influential management consultant and self described "social ecologist", Peter Drucker, described employees that work with information or develop, convey and use knowledge as "Knowledge Workers." "Agent at Home" technologies underscore Druckers notion by efficiendy routing calls to the most appropriate person to handle it along with all of the technological infrastructure required to support the worker.