Step One in Mobilizing Your Contact Center: Send Your Agents Home

K. Landoline

Summary Bullets:

• Initiating a remote agent program is an effective way to get started in mobilizing your contact center.
• The economic and human resource benefits of a remote agent program to the enterprise and the agents are too important and substantial to ignore in contact center planning efforts.

The mobility revolution is affecting every aspect of the business world today as workers are expected to be available from anywhere at any time, and customers demand 24×7 corporate access from the device of their choice. In the long term the shift to mobility will affect all stakeholders in the customer care environment including the agents, the contact center managers and the customers. In this initial blog on the topic I will focus on the agents.