The Case for Home AgentsBy Jay Minnucci
Homesourcing is expected to be a key growth areas over the coming years. What are some of the less-publicized benefits of home agent programs? A look at the key questions and concerns you should be asking when considering whether to start a home agent initiative in your contact center.
Technology: A Critical Enabler for Home AgentsBy Lori Bocklund and Brian Hinton
The business benefits of home agents are attractive, but what about voice quality, data connectivity and managerial control? An overview of the infrastructure, tools and technology plan to ensure a successful home agent program.