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About This Document: When organizations successfully reach beyond the confines of bricks and mortar sourcing, they tap into a vast labor pool filled with unprecedented talent. And when they re-engineer their scheduling models to enable more flexibility, employee satisfaction climbs and the customer experience improves. So says Michele Rowan of At Home Customer Contacts, in the first of a three-part series with Interactive Intelligence on the growing home agent trend. Companies need to leverage their technology platforms. Call delivery, access to applications, content management, virtual learning, and collaboration tools are all readily available, although these tools often reside on existing corporate platforms but not in the contact centers.

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12/15/11

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Home Agents: The Big Game Changer

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