Presented By: Roger Lee, Director Customer Interaction Solutions, Autonomy
On Demand - Live Date: November 2008
With the U.S. and global economies in a state of uncertainty, contact center managers are looking for creative ways to cut costs while still maintaining a successful workforce. One of the most common and effective means to meet both these demands is to implement an at-home agent model, a move that enables the contact center to mitigate many of the costs and resources associated with in-house agents, such as computer equipment, workspace, and even productivity time that is lost during the office commute. However, to adopt an at-home agent model, contact center managers must alter current evaluation, coaching, and motivation programs to deliver balanced monitoring and development programs that meet the needs of all agents, both in-house and at-home.
In this session, we discuss the benefits of an at-home agent model, both for the business and the employee, as well as the challenges of making at-home agents a valuable addition to your workforce. We also cover the following:
-Pros and cons of adding at-home agents to your contact center
-Tips for evaluating and coaching at-home agents
-Incorporating at-home agents into existing motivation programs
-Applying workforce optimization strategies for a happy and effective staff
-Customer examples of successful at-home agent models