| Home » ... » Resources » Newsletter » Home Agents |
|
Welcome to the Contactual Communiqué
Welcome to the New Year! I wanted to take a moment and reach out and wish you all a happy and prosperous 2007 in this first issue of the The Contactual Communiqué.Each issue will feature a topic of interest to our customer and partners. As industry leaders, our goal is to offer advice and perspective to help current and future users of Contactual OnDemand Contact Center to get more return on their investments and to offer best practices. In this issue you will find information about Home Agents and the challenges and opportunities this new paradigm represents to organizations.
Respectfully,
Mansour Salame, CEO Contactual, Inc.
Top Seven steps to success with Home Agents
Success with home-based contact center agents requires more than the delivery of customer calls to the agent. It also depends on the home agent’s ability to operate effectively with the contact center application and how agent metrics are provided. Many remote or home-based contact center managers are looking for insights on how to improve their companies’ return on investment (ROI) for contact center solutions. Understanding the best practices in purchasing and managing home-based worker solutions can eliminate management challenges and pave the road to faster and higher ROI.1. Simplicity. Simplicity in all its forms reduces training and support costs and helps support consistent productivity. Aim for simple integration, simple applications, and simple business processes. User interface design is particularly important. Research suggests that simple well-designed interfaces cost less to support because they are perceived by the users to work better.
Read about 6 additional steps to success with Home Agents
Quick Tips: Staying in touch with Home Agents
-contributed by the staff at CentersoftPro.comHere are four simple ways to help you keep in touch with your home agent workforce and make sure that they receive the same level of support as if they were sitting in the cube down the hall.
1. Conduct daily, or at the very least weekly, short conference calls. Be sure to have regular virtual team meetings. Use these opportunities to make announcements, encourage, train, answer questions, and receive feedback.
Learn 3 more ways to stay in touch with your Home Agents
