Contact Center Without Walls: Harnessing the Power of the Remote Agent Model

According to IT consulting giant IDC, nearly 310,000 home-based agents will be working in the U.S. by 2013, up from 112,000 in 2007. The cost-effective remote agent model has rapidly evolved into a highly viable staffing solution for forward-thinking customer care organizations. Are you ready to move your operation to the cloud and enable a remote agent model?

And in addition to the benefits of remote agent work—higher retention rates, higher productivity rates, and more flexible staffing—there are technical concerns when selecting a cloud platform to support remote agents. Many vendors provide architecture solutions that don't play well with existing architecture and can wind up costing more to implement, reducing the cost savings inherent in cloud migration.

In this white paper, you'll discover:

• How to address productivity concerns
• Proven benefits of remote agents
• Checklist for selecting a cloud provider
• Tips for vetting cloud vendors
• Tips for recruiting and vetting remote agents