The growth in the use of work-at-home agents is forcing contact centers to abandon traditional management practices, in favor of new ways of handling a distributed workforce. This whitepaper provides best practices for using workforce optimization applications to meet the demands of a shifting work environment, and empowers decision makers to deploy effective solutions.
In this whitepaper, you will learn how to:
• Ensure agents are doing what they are paid to do.
• Protect customers’ personal information.
• Shield agents from unruly callers and quickly reconcile disputes.
• Develop new ways to communicate with your at-home workforce, ensuring they remain engaged and up to speed with changes in your organization.