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A home agent is a contact center agent who works solely from home. The best practices described in this paper do not necessarily apply to every telecommuter, virtual office worker, or home-based business - those are more general topics than that of home agents. A home agent does not have office space at a company facility. This expense would negate some of the important benefits of home agent programs. The employment model varies: agents may be on payroll, on commission, or work as independent contractors.
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