With IP technologies and the new breed of centralized all-in-one IP communications platforms, a company of any size and located anywhere can deploy remote agents with as little as a high-speed Internet connection, a computer, a phone, and a quiet environment in which an agent can work. As importantly, most all-in-one platforms also provide the real-time monitoring and reporting tools supervisors need to view remote agent activity, at all times. When using remote agents, keep the focus on technology, people, and process. Stay flexible, since deploying and managing remote workers isn't a one-size-fits-all proposition. Workforce optimization software is critical; make sure your platform is equipped to support these capabilities. Have clear guidelines for remote agents as to what is expected of them, including a work area in a quiet environment. Incorporate tools to ensure information security and confidentiality. Reward at-home and remote agents in the same way with the same visibility as in-house agents.