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Article : Do Home Agents Really Work?

It has been several years since the initial push for remote agents started, and even though the technology has much improved and the advantages are numerous, there is still debate among many companies whether the at-home agent is the wave of the future. The question was posed to some industry professionals, and these are their answers…

Alex Demczak
GM
MUG Enterprise
United States

"some times to give a 60% chance of success all calls MUST be recorded, else the risk is too high"

About MUG Enterprise

MUG Enterprise: Managing the Space Between You and Your Customers When it comes to selecting call center consultants what should you choose? One with system and product experience? Operational and... (read more)
 
Ken Persson
Cofounder
Sweden

"I strongly believe in Home Based agent, so much I started a company recently focusing on delivering Homesourcing solutions to the Swedish market. The good is: lower cost, larger base for recruitment, environment friendly, technology is available to support remote management of the workforce. The bad is that you can't convert in-house agents to home based agents as most agents will not fit for the job."

 
Chiaki Hishinuma
Professor Emeritus
Japan

"The Good: for outbound work and countable works with low security such as list leaning and order taking, etc. The Bad: for work which requires high security."

 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Thursday, September 17, 2009

Printer Friendly Version Printer friendly version

2024 Buyers Guide Visual Communications

 
1.) 
Premium Listing
SJS Solutions

Optymyse - Digital Employee Engagement
Optymyse is a completely new way to empower, engage, motivate and retain your contact centre, call center and helpdesk agents. Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people and is focussed on improving mental health, wellness, wellbeing, motivation, happiness and reducing stress in the workplace.


2.) 
TeamViewer

Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
 

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The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
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