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.
Did you find this white paper useful?
1 out of 4 users found this white paper useful
Related white papers
Critical Success Factors in Selecting Help Desk Software
At one time or another every Help Desk manager asks, "Is our Help Desk software the right solution for us?" The impact of asking is almost always positive whether the...
Industry Certification for Help Desk Professionals
Imagine traveling by airplane without an FAA certified pilot in the cockpit. Imagine having critical surgery performed by a surgeon without AMA certification. Would you feel comfortable trusting your life...
Strategies for Resolving the Help Desk Crisis
Although today's corporate customer still sits in front of a monitor stroking away at a keyboard, his or her desktop is now complicated by a hard drive, a diskette drive,...
Find Me the Money! Creatively Financing the 21st Century Knowledge Center
Most companies have recently completed their budgets for 2001. Did your budget remain the same year over year? Did it increase or decrease? If you were like most Help Desks...
How to Recruit and Hire the Right Candidate
Having served as a staffing manager for a number of years and having wrestled with hiring decisions of my own on many occasions, I have first hand knowledge of the...
Implementing Total Contact Ownership at the Help Desk
Today's Help Desk professionals are constantly in pursuit of ways to improve the service they provide to their customers. As in any facet of business, ownership and accountability are key...
Knowledge Base Management - A Key to First Contact Resolution and More
There can be no doubt in today's Help Desk environment that a central repository of information, or Knowledge Base, is essential. A Knowledge Base viewed in a standardized format allows...
