Success with Remote Agents – Is Not so Remote

iPhones, BlackBerrys, Facebook, Twitter, and other media channels — they’ve not just changed how we communicate, but also our expectations for customer service and support, as they have made businesses ultimately accessible. As a result, consumers now expect to get the information they want, when they want it, regardless of time of day, day of week, or how they’re connecting with a company, forcing companies to be flexible and innovative, finding new ways to provide optimal 24x7 customer service while still keeping costs down. One way of accomplishing this is through the use of remote agents — contact center agents that work remotely from their home or in a branch office or other remote location.

This paper provides new insights to help you weigh the option of using remote agents, discusses best practices, and takes a look at new agent capabilities that are impacting the remote agent model. In addition, it includes detailed case studies of companies that have successfully deployed remote agents.