Best Practices for At-Home Agents
Source: Avaya
What is your mental image of a work-at-home agent? Is it of a smiling, professional agent diligently serving customers? Or do you see a pajama-clad loafer muting "Oprah!" to take an occasional call? Are you envisioning a progressive, cost-saving contact center strategy? Or does the very idea conjure up fears of personnel problems and management mayhem?
From your customers' perspective, the agent must be so professional as to be indistinguishable from an in-office agent. And from a management perspective, it had better be cost effective.
Fortunately, home agents can be both professional and cost effective. The strategy is working for many companies, and the trend is catching on. Read this paper for reasons to consider home agents, and best practices for implementing a home agent program in your business.
From your customers' perspective, the agent must be so professional as to be indistinguishable from an in-office agent. And from a management perspective, it had better be cost effective.
Fortunately, home agents can be both professional and cost effective. The strategy is working for many companies, and the trend is catching on. Read this paper for reasons to consider home agents, and best practices for implementing a home agent program in your business.
| Format: | Size: | 0.00 | |
| Date: | Feb 2008 |
